Customer Service Representative

Job Description

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.

Qualifications

Additional Information

What Happens Next

Our people are the backbone of what we do, so it's incredibly important we find the right individuals to join us. As a potential new recruit you'll be invited to meet the team in the form of an assessment centre or a staged interview process dependent on the role and it's requirements, this will give you the opportunity to see what working for Eurofins is really like and enable us to get you know your key skills and strengths.

Your data

As part of any recruitment process, the company collects and processes personal data relating to job applicants. The company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

Closing Date

We reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as early as possible.

Due to the high volume of applications we receive please be aware that if you do not receive a response within 4 weeks of the vacancy expiry date unfortunately, on this occasion your application has been unsuccessful.

We support your development!  Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway! Eurofins companies are committed to supporting your career development.

We embrace diversity!  Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and / or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.

Sustainability matters to us! We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we also count on our dedicated carbon reduction team to help us to achieve this goal!