Customer Service Representative

Unfortunately, we are unable to offer visa sponsorship for this role.

Working hours are Monday, Tuesday, Thursday & Friday: 9:15-17:30 and Wednesday: 9am - 5:30pm.

As a Customer Service Representative you will work as part of a collaborative team to deliver consistent, high quality customer service.

As the first point of contact for any customer communication, you will ensure that every enquiry is acknowledged promptly and either resolved directly or routed efficiently to the appropriate business area. This role plays a key part in enhancing the customer experience by ensuring timely, accurate, and professional interactions at every stage.

• Serve as the first point of contact for customer enquiries, ensuring timely responses and routing queries to the correct departments where necessary
• Provide accurate information about testing services, timelines, sample requirements, and reporting of results
• Coordinate with internal teams to ensure client expectations are met
• Work closely with all laboratory departments on customer projects/non routine samples to ensure on time delivery
• Track sample submissions and proactively update clients on the status of their testing
• Manage complaints and escalations with professionalism and urgency, aiming for timely resolution
• Maintain detailed records of customer interactions and transactions usi:ng available tools
• Identify recurring issues or client pain points and share insights with the Customer Experience Manager
• Maintain professional and efficient communication with clients throughout the testing process, from sample receipt to result delivery
• Once trained, receive and check incoming samples, ensuring they are correctly sorted and labelled according to internal protocols for transfer to partner testing laboratories
• Once trained, accurately register customer samples in the Laboratory Information Management System (eLIMS), verifying that all required information is complete and correct
• Once trained, input test results into the appropriate systems with accuracy and attention to detail
• Contribute to service improvement initiatives by sharing insights, feedback, and participating in team discussions
• Identify continual improvement in the customer’s overall experience.
• Provide project management and reporting support for retailer projects
• Provide technical support to customers to assist with definition of testing requirements to meet their industry and legal obligations.