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.