At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.

Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.

That’s our vision. We’re driven by it. And we need talented people who share it.

If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.

Customer Service Representative - FIRECREST

Office hybrid, Manila, Philippines

Summary

Provide front line support for CRA study team members and clinical site staff, resolving queries in relation to the FIRECREST platform.

Provide support in creating accounts in FIRECREST post go live of sponsor specific studies, management, maintenance and updates of FIRECREST accounts trouble shoot and complete level one triage for technical queries.

Manage Case Tickets in Salesforce and support Call Center activities promptly, professionally, efficiently and accurately – drive positive customer interactions & outcomes

Complete all other duties and projects that may arise from time to time as requested in line with business requirements

Job responsibilities:

• Answer customer calls and emails promptly, professionally, efficiently and accurately – drive positive customer interactions & outcomes

• Accurately input data to the business management systems

• Ensure maintenance and filing of records and administration pertaining to customer related documentation

• Record and complete paperwork, such as customer complaints as per procedure

• Produce Ad Hoc Reports where required for both internal and external use

• Complete support to the Account Executive and Project Management teams as required

• Prioritize incoming work to the Customer Service department, escalate urgent issues to the Customer Service Manager in a timely fashion

• Provide administrative support to the management team and other departments where required

• Complete all other duties and projects that may arise from time to time as requested

• Train additional Customer Service support staff as required

• Review established procedures and provide feedback for potential process improvement where required

• Manage Case Tickets in Salesforce and support Call Center activities

• Working Mon - Fri, 8am - 17:00pm, Manila time and may need to cover night shift during vacation periods

Experience/Skills required:

• Excellent administration skills

• Excellent communication skills

• Excellent working knowledge of MS Office (Word, Excel, Power Point)

• Ability to deal effectively in all business relationships while projecting a positive image of the company

• Ability to maintain confidentiality

• Ability to prioritise and manage multiple tasks simultaneously while meeting multiple deadlines

• Strong organizational skills

• Ability to work under pressure, and within deadlines that may require extended working hours

• Capable of working independently yet as part of a team

• Approachable personality with professional customer/service focus

• Strong interpersonal skills

• Solution orientated

• Displays a strong desire to be accountable and responsible within the role, both individually and as part of the team

Education requirements:

• Relevant Customer Service experience, previous experience in call management is desirable

• Experience in Technical Customer Service is highly desirable

• Experience with customer related software packages desirable

• Completion of further customer service related qualifications/courses viewed favourable

Benefits of Working in ICON:

Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.

We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.

But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below

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