Customer Service Rep (QSL-140)

Customer Service Rep (QSL-140)

**Customer Service Rep**

**Location: Mexico (Home-based or Office based)**

**Working Hours**:Mon - Fri 9am - 17:30pm and covering night some shifts during vacation periods from 11:30am - 20:00pm.
**Summary**

Provides 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**:

- 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 9am - 17:30pm and covering night shift during vacation periods from 11:30am - 20:00pm.
**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

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.com.mx/empleo/139727983/customer-service-rep-qsl-140-xico/?utm_source=html