Customer Service Specialist

U.S.-based Job Seekers may use the search box below

Position Title: Customer Service Specialist Location: United Kingdom, Abingdon DO WORK THAT MATTERS. At Abbott, diverse ideas, perspectives, and expertise allow us to create the life-changing solutions that help people live healthier lives. In 150 countries and with businesses spanning nutrition, diagnostics, medical devices, and branded generic pharmaceuticals, Abbott offers you enormous opportunities to explore your interests and help you achieve your career and personal goals. Abbott Rapid Diagnostics (formerly Alere ) is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies. We have an exciting opportunity for a Financial Accountant within our Toxicology Business Unit located at Abingdon, United Kingdom. In this role, you will be a key member of the Financial Accounting team, providing a central finance function for all finance activities of Alere Toxicology and its subsidiaries. RESPONSIBILITIES: Responding to customer queries and complaints regarding our oral fluid testing service and Blood Borne Virus (BBV) testing service. Answering incoming phone calls and responding to emails from customers with general queries including the status of a submitted sample in the laboratory, providing turnaround times, providing results and handling general technical and non-technical queries. Working with the laboratory to investigate ‘discrepancy’ samples by identifying the reason/s why a sample cannot be analysed, contacting the affected customer, and making the necessary corrections, where appropriate, to ensure the sample can be analysed without further delay. Working with the external provider of our BBV testing service to answer general queries about the testing and results, as well as investigating complaints made by customers. . EXPECTATIONS (6-12 MONTHS): Learn about the Toxicology group’s services and testing matrices Learn how to troubleshoot service issues and raise customer complaints Retain current customer base by providing excellent customer service Ensure that customer emails are responded to within 24 hours Ensure that 95% of complaints are closed within 10 working days Be aware of the importance of quality and QSIP actions Ensure that audit actions are closed within deadlines given Live by company values