Customer Care Help Desk

Join our Costa Rica team as a Customer Care Representative to provide world class customer service over the phone in support of clinical trials deployed at hundreds of clinical sites worldwide.

As a CC Rep, you will work with our globally based clients and other Clario team members in Hungary, Germany, the UK, the US, Japan and Switzerland, helping to bring new drugs to market, more quickly and more safely.

Note

Hybrid work

Role will require the availability to work a rotating shift (following full training). Shift rotates every 4 weeks.

In this role, you will:

• Receive phone calls or other communications from clients requesting assistance. Evaluate the situation and provide accurate resolution to the issue.

• Document every customer interaction in a detailed and structured manner

• Maintain and update our internal knowledge base and other sources

• Handle re-supply and report requests in a timely and efficient manner

• Assist clients with any technical problems with our equipment

• Troubleshoot transmission or other equipment usage problems

• Provide recommendations for service set-up, usage and troubleshooting

The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required.  Clario reserves the right to amend or change this job description to meet the needs of Clario.  This job description and any attachments do not constitute or represent a contract.

The ideal candidate will offer:

• IT (client helpdesk) support experience (or strong technical aptitude)

• Availability to work full time and shifts (rotations to occur every four weeks and are expected to include morning, evening, weekends, and/or holidays as assigned, premium pay will be provided to accommodate the rotating shift)

• Must have excellent written and spoken English language skills. Multilingual skills are a plus especially Portuguese.

• Good capacity for teamwork

• Ability to work independently and demonstrate initiative in resolving issues

• Patience and Customer Service skills in difficult situations and the ability to defuse potentially stressful situations for Clario clients

• Effective written and verbal communication skills; able to speak well and represent Clario in a professional manner

• Working knowledge of MS Office tools

• Local to Costa Rica

• Ability to work hybrid on a regular basis.

At Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives.

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