Customer Service Specialist

Abbott Laboratories; Abingdon; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading diagnostics company in Abingdon is seeking a Customer Services Specialist to enhance customer experiences in a fast-paced setting. You will manage customer queries, ensure timely interactions, and resolve issues efficiently, embodying the company's 'Right First Time' approach. Candidates should possess excellent communication skills, strong problem-solving abilities, and be proficient in Microsoft applications. Experience with Salesforce and Sage is a plus. This position offers a chance to make meaningful contributions to customer satisfaction.

Qualifications

• Excellent written and oral communication skills.
• Strong problem solving skills are essential.
• Ability to prioritise workload to meet deadlines.

Responsibilities

• Manage and respond to customer queries via phone and email.
• Handle ad-hoc booking requests and ensure timely collections.
• Act as liaison between the laboratory, service providers, and customers.

Skills

Excellent written and oral communication skills

Strong problem solving skills

Ability to prioritise workload

Customer and quality focused

Tools

Microsoft applications

Salesforce

Sage

Job description

## **JOB DESCRIPTION:**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 and 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.**An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.**We provide reasonable adjustments to qualified individuals with disabilities. To request a reasonable adjustment, please speak to your line manager or HR contact.**The base pay for this position is**N/AIn specific locations, the pay range may vary from the range posted.## **JOB FAMILY:**Customer Service## **DIVISION:**TOX ARDx Toxicology## **LOCATION:**United Kingdom > Abingdon : 21 Blacklands Way## **ADDITIONAL LOCATIONS:**## **WORK SHIFT:**Standard## **TRAVEL:**No## **MEDICAL SURVEILLANCE:**Not Applicable## **SIGNIFICANT WORK ACTIVITIES:**Not Applicable