Customer Support Representative

Job description

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.

Extra information

Status

Closed

Education Level

Secondary School

Location

Royal Leamington Spa

Type of Contract

Casual / Part Time Jobs

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English