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Customer Support Analyst

Job Overview

iCOVER is a multinational company headquartered in Paris and with a presence in several countries around the world that provides international wholesale background screening solutions.

Our services are focused on pre-employment screening checks for individuals across the world. These activities are performed in accordance with the applicable data protection laws. https://www.icover-services.com/about-icover-services/

We are looking for an innovative, highly organized, proactive and result-driven professional to join our team.

The Risk and Compliance Research Analyst will have the opportunity to work in areas such as due diligence, risk analysis and assessment, KYC, and media research.

Responsibilities

1. Helping internal stakeholders (IS)/customers by providing helpful information about iCOVER products and services, answering questions, and responding to complaints in a clear and prompt manner.
2. Acknowledging and resolving IS/customers’ questions, queries, complaints in a timely manner.
3. Understanding and assessing the questions, queries, complaints, and requesting clarification when needed.
4. Ensuring excellent service standards and maintaining high-end-IS/customer satisfaction.
5. Preparing monthly statistics for analysis and reporting.
6. Providing recommendations to solve issues/requests and to prevent them.
7. Drafting, reviewing, and/or refining internal guidelines and processes.
8. Participating in diverse meetings with the team, can be invited to meetings with other departments such as IT or Delivery.
9. Monitoring of any current changes or developments impacting the services provided by the company (i.e.: changes in regulations, political/social events, public holidays, etc.) and communicating them to the Manager as well as to the IS/customers.
10. Saving and updating product data and providers’ information in the different company’s tools.
11. Maintain working knowledge of internal policies and quality standards.
12. Conduct regular audits on our products to ensure the quality levels adhere to the organization’s policies.
13. Processing product reviews and informing the team Manager of errors or potential improvements.
14. Designing and proposing methodologies for testing new products and services.
15. Communicating quantitative and qualitative findings from test results to the team manager.
16. Ensuring that the final product/service satisfies the product requirements and meets end-user expectations.

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Requirements

Master’s in business administration preferred. Any other bachelor’s degree could also be eligible based on experience.
Excellent verbal and written communication skills in English. Command of a second language will be an asset.
2-years’ experience in a customer quality-related position.
Keen attention to detail, diligent and meticulous.
Proactive, creative, and innovative thinker.
Strong analytical and problem-solving skills.
High regard for compliance standards and quality control.
Previous experience working in a multinational environment.

Technical Skills: