Customer Service Rep - Manila - HomebasedICON plc is a world-leading healthcare intelligence and clinical research organization. We're proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.ICON plc is a world-leading healthcare intelligence and clinical research organization. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organizations.With our patients at the center of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.SummaryProvides front line support to ICON Firecrest customers by providing product and service information, resolving product and service problems.Provide support in creating accounts in FIRECREST post go live of sponsor specific studies, management accounts, maintenance and updates, trouble shoot and complete level one triage for technical queries.Job responsibilities:Answer customer calls and emails promptly, professionally, efficiently and accurately – drive positive customer interactions & outcomesAccurately input data to the business management systemsEnsure maintenance and filing of records and administration pertaining to customer related documentationRecord and complete paperwork, such as customer complaints as per procedureProduce Ad Hoc Reports where required for both internal and external useComplete support to the Account Executive and Project Management teams as requiredPrioritize incoming work to the Customer Service department, escalate urgent issues to the Customer Service Manager in a timely fashionProvide administrative support to the management team and other departments where requiredComplete all other duties and projects that may arise from time to time as requestedTrain additional Customer Service support staff as requiredReview established procedures and provide feedback for potential process improvement where requiredManage Case Tickets in Salesforce and support Call Center activitiesExperience/Skills required:Excellent administration skillsExcellent communication skillsExcellent working knowledge of MS Office (Word, Excel, Power Point)Ability to deal effectively in all business relationships while projecting a positive image of the companyAbility to maintain confidentialityAbility to prioritise and manage multiple tasks simultaneously while meeting multiple deadlinesStrong organizational skillsAbility to work under pressure, and within deadlines that may require extended working hoursCapable of working independently yet as part of a teamApproachable personality with professional customer/service focusStrong interpersonal skillsSolution orientatedDisplays a strong desire to be accountable and responsible within the role, both individually and as part of the teamMust be amenable to work 7PM - 3AM PHT Mon-Fri.Education requirements:Relevant Customer Service experience, previous experience in call management is desirableExperience in Technical Customer Service is highly desirableExperience with customer related software packages desirableCompletion of further customer service related qualifications/courses viewed favourableOur success depends on the knowledge, capabilities and quality of our people. That's why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.ICON, including subsidiaries, 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.What ICON can offer you:Our success depends on the quality of our people. That's why we've made it a priority to build a diverse culture that rewards high performance and nurtures talent.In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.Our benefits examples include:Various annual leave entitlementsA range of health insurance offerings to suit you and your family's needs.Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family's well-being.Life assuranceFlexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others.Visit our careers site to read more about the benefits ICON offers.
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