Customer Service Specialist

At Abbott Toxicology, a part of Abbott’s Diagnostics family of businesses. We bring together dedicated experts and advanced technologies to support toxicology testing services across a wide range of industry sectors globally. Delivering critical insights that aid in the detection, treatment, and management of substance use and exposure. Our mission is to provide reliable, timely, and actionable information that supports safer and healthier outcomes for individuals and communities.

As a Customer Services Specialist , you will be at the forefront of delivering outstanding customer experiences in a dynamic and fast-paced environment. Your primary focus will be to ensure that every customer interaction is handled with the utmost care and professionalism, embodying our "Right First Time" approach. You will work within a talented team dedicated to exceeding customer expectations, resolving issues promptly, and providing accurate information. Your ability to make quick decisions and solve problems efficiently will be crucial in maintaining high levels of customer satisfaction and loyalty.

This job description will be reviewed periodically and is subject to change by management.

RESPONSIBILITIES

• Managing and responding to customer queries via phone and email providing accurate and timely information.
• Managing ad-hoc booking requests, ensuring all collections are scheduled within agreed time frames.
• Act as a key liaison between the laboratory, external service providers, and customers by investigating and resolving sample discrepancies, coordinating instrument servicing.
• Logging, investigating and resolving customer service complaints ensuring satisfactory responses are issued and improvements to processes made.
• Maintain detailed records of customer interactions and transactions.
• Any other duties as assigned to support the overall objectives of the team and organisation

BASIC QUALIFICATIONS | EDUCATION

• Excellent written and oral communication skills
• Strong problem solving skills
• Ability to prioritise workload to meet deadlines
• Be customer and quality focused

PREFERRED QUALIFICATIONS

• Good working knowledge of Microsoft applications
• Experience in Salesforce and Sage is advantageous

COMPETENCIES

• Customer Obsessed : You will focus on delivering exceptional service promptly, always prioritising customer needs and exceeding their expectations.
• Pioneering : Continually seek to improve processes to enhance customer exeprience, collaborating with the wider business.
• Achiving : Communicate effectively to ensure customers receive timely and accurate information.
• Caring : Support our customers and colleagues to achieve positive outcomes, considering the impact of actions and decisions on all stakeholders.
• Enduring : Champion, implement and maintain processes that ensure long-term success and growth of the customer base.