Working 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 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 work with our subcontracting partners in the management of all subcontracted testing, including inputting of results, chasing the performing laboratories, and keeping our customer updated

• To support the sales team and account managers in the identification of customers’ needs and potential new business opportunities

• To ensure all orders are completed through to invoicing, through the management of the revenue reporting

• Delivering customer satisfaction by listening to and exceeding customer expectations

• Provide a high level of internal and external customer care.