Customer Service Representative

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.

Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.

We’re proud to be an armed forces-friendly place to work and welcome applications from reservists, armed forces veterans (including the wounded, injured and sick), as well as cadet instructors, and military spouses and partners.

Unfortunately we are unable to offer sponsorship for this role.

37.5 Hours per week. Monday - Friday. 8:00 - 16:00, 9:00 - 17:00 and 10:00 - 18:00.

Purpose of the post:

To be the first point of contact for any customer communication coming into Eurofins, including interco partners; to ensure the customers get a timely response or are directed to the appropriate business area quickly and efficiently.

• To act as the first point of contact for email or telephone communication from our customers in a professional manner.
• To ensure customer enquiries are responded to at first point of contact where this is possible.
• To ensure that the customer is seamlessly transferred to the appropriate person within the business to be able to answer their query where response at first point of contact is not possible, and to ensure this is followed up with the customer. This may include account managers, ASM’s, laboratory management, technical management or senior management as appropriate.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
• Update customer information in the customer service database during and after each call
• Provide accurate, valid and complete information by using the right methods and tools
• To be the first point of contact for customer complaints and ensure complaints and customer queries are raised appropriately within the quality management system
• To support the sales team and account managers in the identification of customers’ needs and potential new business opportunities
• Delivering customer satisfaction by listening to and exceeding customer expectations
• Provide a high level of internal and external customer care.
• The post-holder may be required to work outside normal working hours to meet the requirements of customer. This will be with prior agreement of the Manager

• Good standard of education including GCSEs (or equivalent) in English and Mathematics.
• Good general educational background.
• Understanding of customer service principles and practices.
• Proven track record in a customer service role.
• Experience managing customer enquiries and resolving issues.
• Experience working to deadlines and managing multiple priorities.
• Competent Microsoft Office skills, particularly Outlook, Word and Excel.
• Ability to accurately process customer requests
• Excellent verbal and written communication skills.
• Strong customer focus and commitment to service excellence.
• Ability to build positive customer relationships.
• Excellent organisational and time management skills.
• Strong attention to detail and accuracy.
• Ability to prioritise workload effectively.
• Ability to work independently and as part of a team.
• Professional, flexible and positive approach.