Job Description
Company DescriptionEurofins 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.Job DescriptionWorking hours are Monday - Friday, rotational shifts of 8am-4pm, 9am-5pm or 10am-6pm.The purpose of the role is 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 initial responses to all customer enquiries are made within the agreed service level.To achieve a minimum number of request closures per day, as agreed with your line manager.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.Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every callerUpdate customer information in the customer service database during and after each callProvide accurate, valid and complete information by using the right methods and toolsTo be the first point of contact for customer complaints and ensure complaints and customer queries are raised appropriately within the quality management systemTo work with our subcontracting partners in the management of all subcontracted testing, including inputting of results, chasing the performing laboratories, and keeping our customer updatedTo support the sales team and account managers in the identification of customers’ needs and potential new business opportunitiesTo ensure all orders are completed through to invoicing, through the management of the revenue reportingDelivering customer satisfaction by listening to and exceeding customer expectationsProvide a high level of internal and external customer care.QualificationsEducated to GCSE levelStrong communication skillsExperience with Customer Service - ideally within a call centreComputer literateResilientCan-do attitudeAdditional InformationBenefitsAt Eurofins we are growing, innovating and always learning. We celebrate the achievements of our employees through annual long service awards, recognise our colleagues special life events, and we are committed to charitable causes through global fundraising activities.As a Eurofins employee you will benefit from:Life Assurance (4 times annual salary)Health Cash PlanHoliday Purchase and Sell SchemeEnhanced Maternity, Paternity and Adoption Pay SchemeCompany Pension PlanEmployee Assistance Programme – 24/7 confidential support.Worldwide career opportunitiesEveryone who joins our team also gets access to Perkbox, allowing you to save money all year round. Whether its supermarket savings or days out, the daily coffee or a summer holiday – there’s something to suit everyone’s lifestyle.What Happens NextOur 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 dataAs 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 DateWe 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.Eurofins
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