Customer Support Representative
3 days ago
Royal Leamington Spa
Customer Support Representative Antech Diagnostics 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. 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 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, • Recruitment referral reward scheme About Antech Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.