Sr Client Services Associate
Mapi Research Trust is a non-profit organization dedicated to improving patients' quality of life by facilitating access to Patient-Centered Outcome (PCO) information. Mapi Research Trust promotes scientific approaches in the PCO field and encourages exchanges between academics, pharmaceutical companies, and international organizations around the world in the service of incorporating the patient's voice into every step of the development process of new treatments.
Within the Trust, the PROVIDE team is in charge of answering clients' requests about COAs (Clinical Outcomes Assessment); most of the work is about delivering licenses for the use of COAs that are distributed on behalf of their copyright holders.
We are currently accepting applications from individuals with experience working in customer service and customer support, to work as part of our PROVIDE team.
As a Client Services Associate, you'll provide clients with information on COAs using skills ranging from acceptance, reformulation and orientation of requests. You will be trained to process a request in autonomy, searching for the relevant information in given timeline and utilizing various sources to provide detailed information back to the customer in an adequate manner (in writing and orally) using standard tools and quality processes and with an appropriate client facing attitude.
Main responsibilities
- Management of information requests via ePROVIDE™ platform or e-mail or phone
- Administrative follow-up of requests from launch to finalization, including follow-up of invoices as well as tracking work time and all relevant information in the appropriate tools
- Explain and promote the company products and services in an effort to maintain and expand the current and prospective client base
- Participation in meeting with internal and external clients on operational topics (by conference call or face to face meeting)
Our requirements
- Degree preferred
- Work experience: 3-4 years in field of client relation and/or information search
- 3-4 years' experience working with Clinical Outcome Assessments
- Fluency in English, knowledge in French is a bonus
- Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints.
- Self-motivated and comfortable working both independently and as part of a team
Why work with Mapi Research Trust ?
- Expanding organization within a large group, giving access to career opportunities
- Merit based advancement
- Nice people and fun atmosphere!
Benefits of working at ICON:
Other than working with a great team of smart and energetic people, we also offer a very competitive salary and benefits package that includes an excellent pension scheme, private health care, and life assurance and staff recognition schemes.
What's Next?
Following your application you will be contacted by one of our dedicated recruiters and if successful we will be able to provide you with more details about this opportunity.
ICON plc Company is an equal opportunity employer - Minorities/Females/Disabled/Veterans and committed to providing a workplace free of any discrimination or harassment.