JOB DESCRIPTION:
The Opportunity
Abbott Toxicology, a leading provider of drug and alcohol testing solutions, are partnering with local, national, and multinational organisations across many industries to build and deliver customised end-to-end solutions. Those solutions range from providing rapid point of care drug tests to a full-service offering consisting of industry-specific medical assessments, health surveillance, health & wellbeing services, random- and for cause drug testing on site and in our laboratories, and many more.
As a Customer Services Specialist, you will be at the forefront of delivering an 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:
Respond to customer enquiries via phone and email providing accurate and timely information.
Handle and resolve customer complaints and issues, ensuring customer satisfaction.
Process customer orders, track shipments, and manage any returns.
Keep customers informed about order statuses, delivery times, and any changes.
Work with internal teams such as sales, logistics, and warehouse to ensure smooth order fulfilment.
Maintain detailed records of customer interactions and transactions.
Gather customer feedback and provide insights for service improvement.
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.
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:Yes, 5 % of the Time
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Not Applicable
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What We Do
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.
