Customer Services Advisor

At Abbott Toxicology a part of Abbotts Diagnostics family of businesses. We bring together dedicated experts and advanced technologies to support toxicology testingservicesacross a wide range of industry sectorsglobally. Delivering critical insights that aid in the detection treatment and management of substance use and exposure. Our mission is to provide reliabletimely and actionable information that supports safer and healthier outcomes for individuals and communities.

As aCustomer ServicesAdvisor you will be at the forefront of delivering 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 providingaccurateinformation. Your ability to make quick decisions and solve problems efficiently will be crucial inmaintaininghigh levelsof customer satisfaction and loyalty.

This job description will be reviewed periodically and is subject to change by management.

RESPONSIBILITIES:

• This position follows a rotating shift schedule working Monday to Fridayfrom either6:00am to 2:00pm or 2:00pm to 10:00pm. In addition the role includes on-call responsibilities outside of standard working hours

• Manageourpriority response services including Emergency Call-Out and Chemist-on-Call.

• Process customer orders track shipments and manageany returns.

• Managingand responding tocustomer enquiriesfrom various channelsina timely professional andcaringmannerfrom a wide range of international customers.

• Completing general administrative tasks associatedwithdelivering our services.

• Always ensure compliance with regulatory and internal standards.

• Any other duties as assigned to support the overall objectives of the team and organisation.

BASIC QUALIFICATIONS EDUCATION:

• Educated to degree level or equivalent work experience.

• Previous experience in a customer service or contact centre environment (preferred but not essential).

• Strong communication skillsboth written and verbal.

• Confident using technology and customer service systems.

• Ability to stay calm under pressure and manage multiple tasks effectively.

• A genuine passion for helping people and solving problems.

• Good working knowledge of Microsoft applications

• Experience in Salesforce and Sage isadvantageous

COMPETENCIES:

• Customer Obsessed:You will focus on delivering exceptional service promptly always prioritising customer needs and exceeding their expectations.

• Pioneering:Continuallyseek to improve processes to enhance customerexeprience collaborating with thewider business.

• Achiving:Communicateeffectively to ensure customers receive timely and accurate information.

• Caring:Supportourcustomers 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.

We provide reasonable adjustments to qualified individuals with disabilities. To request a reasonable adjustment please speak to your line manager or HR contact.