Job Title: Customer Services Advisor/ Administrator
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Overview: We are seeking a skilled Customer Service Advisor to join our DNA Testing team. As a key member of the team, you will play a critical role in ensuring reports are sent in a timely fashion while providing excellent customer service throughout the process.
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The Role:
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* Be responsible for incoming and outgoing calls & manage incoming and outgoing email correspondence
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* Register new cases on a daily basis
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* Ensure the CRM is always updated with all communication both internally and externally to ensure visibility to all members of the team
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* Report all positive and negative feedback by adding this to Feedback Database(s)
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* Ensure all written and verbal communications both internally and externally are conducted in a professional and courteous manner
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* Assisting in the daily booking-in of samples received
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* Co-ordinate and ensure all documentation is received and fully completed to ensure cases can be processed and reported within the expected turnaround times
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* Organise and coordinate the logistics for sending and receiving test kits and hard copy Reports with the logistics department and end user
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* Organise sample collections using third party sample collectors as required
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* Conduct final check on Reports to ensure all non-scientific details are complete and accurate
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* Ensure Reports issued in a timely manner
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* Provide and follow-up with quotes
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* Chase any outstanding amounts due and feed back to Finance accordingly
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* To comply with all quality control procedures to support maintenance of the Clients Quality Management System
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* To embrace and promote the Company Environmental standards
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* To comply with safe working practices
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The Person:
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The ideal candidate will hold a degree but we will also consider candidates with excellent administrative experience. Previous customer service experience would be preferred. Applicants must be competent and must be competent with Microsoft applications and IT systems. Excellent Interpersonal skills and organisation skills required for this role alongside a fantastic phone manor.
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Important Information:
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We endeavour to process your personal data in a fair and transparent manner. In applying for this role we will be acting within your interest and will contact you in relation to the role either by message or other means.