Job Description

Location:

BioCity Lab, Motherwell

Hours:

35 per week (Monday-Friday, 9am-5pm)

Salary:

13/hour -- 23,660 per year (Full-Time)

About the Role

We're hiring a

Customer Support Executive

to join our on-site team at BioCity Lab in Motherwell.

In this role, you'll be the first point of contact for customer emails, phone calls, and queries that come through our CRM system. Your job is to make sure every customer feels looked after, even when things go wrong.

You'll work alongside our

Aftercare Specialist

and our

WhatsApp Support Lead

, collaborating daily with our

lab and dispatch teams

to resolve customer issues quickly and professionally. This role calls for someone who understands

consumer behaviour and psychology

, and who can

turn a 1-star review into a 5-star customer experience

through smart, empathetic communication.

What You'll Be Doing

Respond to inbound emails and support tickets via CRM Make and receive

phone calls

to resolve customer concerns Use CRM tools to track, update, and follow through on customer issues Work closely with the

Aftercare Specialist

and

WhatsApp Support Lead

Liaise with

lab and dispatch teams

to ensure accurate communication Apply empathy and smart handling to

resolve complaints and prevent refunds

Spot recurring issues and feed insights back to the wider team

What We're Looking For

2+ years in a customer service, complaint resolution, or account support role Excellent phone manner and strong written communication skills Knowledge of

consumer psychology

and how to manage difficult conversations Able to de-escalate, reassure, and build loyalty through problem-solving CRM experience preferred, or willingness to learn fast Professional, organised, and able to prioritise in a fast-paced team Available to work on-site at BioCity Lab, Motherwell

What You Get

23,660 annual salary (based on 13/hour, 35 hours/week)

Free on-site

gym membership

Access to

cafeteria, pool table, air hockey

Free on-site parking Work within a fast-growing brand that values communication and care
Job Types: Full-time, Permanent

Pay: 23,660.00 per year

Benefits:

Canteen Casual dress Employee discount Free parking Gym membership On-site gym On-site parking
Schedule:

Monday to Friday
Experience:

CRM software: 2 years (required) Complaint handling: 2 years (required) Customer relationship management: 2 years (required) Customer support: 2 years (required)
Work Location: In person

Reference ID: CUSTOMERSERVICE
Expected start date: 19/05/2025