Customer Services Advisor

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 Advisor, you will be at the forefront of delivering outstanding customer experience 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:  

• This position follows a rotating shift schedule, working Monday to Friday from either 6:00am to 2:00pm or 2:00pm to 10:00pm. In addition, the role includes on-call responsibilities outside of standard working hours 

• Manage our priority response services, including Emergency Call-Out and Chemist-on-Call.  

• Process customer orders, track shipments, and manage any returns. 

• Managing and responding to customer enquiries from various channels in a timely, professional, and caring manner from a wide range of international customers. 

• Completing general administrative tasks associated with delivering our services.  

• Always ensure compliance with regulatory and internal standards. 

• Any other duties as assigned to support the overall objectives of the team and organisation. 

BASIC QUALIFICATIONS | EDUCATION:  

• Educated to degree level or equivalent work experience.  

• Previous experience in a customer service or contact centre environment (preferred but not essential). 

• Strong communication skills, both written and verbal. 

• Confident using technology and customer service systems. 

• Ability to stay calm under pressure and manage multiple tasks effectively. 

• A genuine passion for helping people and solving problems. 

• 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.