Job Description

Job Requirements



We are looking for a Customer Support Representative to join our growing team on a permanent basis. In this role, you will be providing remote customer and/or technical support relating to products, equipment instillation, services, along with troubleshooting for client needs. You will be solution focused with an eye for detail to provide a smooth process for our clients. This role will suit candidates with a background in veterinary nursing or biological laboratories.



This is a 40 hours per week opportunity based at our Warwick site. You will work shifts between 9am - 6pm on a Monday to Saturday rota. Salary range is 28,000 - 34,000.

Key responsibilities and attributes include:

Respond to customer reference lab inquiries in a timely and professional manner across multiple channels (phone, email, chat, etc.)

Provide clear and accurate information about products, services, policies, and procedures.

Troubleshoot customer issues, offering effective solutions and following up to ensure customer satisfaction.

Be aware of product offering and distribute contacts to relevant teams.

Handle customer complaints with empathy, resolve conflicts, and ensure positive resolutions.

Escalate complex issues to higher-level support or relevant departments as necessary.

Action and log, customer's service additions within the reference lab e.g. add-ons, cancellations etc. ensuring all information logged is accurate.

Log and action additional service requirements e.g. immunotherapy ordering, monthly digital cytology charging etc.

Contribute to continuous improvement by providing feedback on recurring issues or suggestions for process enhancements.

Meet individual and team performance goals, including response times, resolution rates, and customer satisfaction.



Benefits



5 weeks holiday + bank holidays + 1 day birthday leave

Career progression opportunities

Staff discount schemes

Life Assurance

Enhanced sickness pay

Enhanced equal family leave

E-car salary sacrifice scheme

Wellness program including:

employee assistance program, eyecare voucher scheme and free annual Flu jab

Cycle to work scheme

Recruitment referral reward scheme

Retail, Restaurant and Cinema discounts



Work Experience



RVN Degree or relevant experience is preferred. This could include veterinary receptionist or lab tech experience.

Technical skills to troubleshoot and resolve problems with the company products and services.

Excellent communication skills, both written and verbal with the ability to show empathy and professionalism.

Relationship management skills, including ability to resolve difficult customer situations.

Ability to work collaboratively with the team and internal departments to solve problems and address customer needs.

Ability to multi-task, prioritise, and manage time effectively