Customer Service Specialist

Role Overview

• Act as the primary point of contact for customer inquiries and complaints, working to resolve customer issues promptly and efficiently.
• Build and maintain strong relationships with key stakeholders in UK sites, including clinical and IT personnel, ensuring that customer needs are met and exceeded.
• Collaborate with cross-functional teams, such as sales, product, and technical support, to ensure a seamless customer experience.
• Monitor customer feedback and develop strategies to improve customer satisfaction and loyalty.
• Develop and implement customer service policies and procedures to ensure consistency and quality of service.
• Analyze customer data and feedback to identify trends and potential improvements.
• Monitor all cases received by Diagnexia UK to ensure timely processing and documentation.
• Register and maintain referring clinician and patient information for each case.
• Perform quality assurance checks on samples and data transcription.
• Track, document, and escalate technical issues appropriately.
• Maintain accurate records in compliance with GDPR, CQC, and all data protection protocols.
• Provide guidance and support to colleagues and junior team members where required.

Requirements

• Degree in a scientific field
• Knowledge in the digital pathology field would be a distinct advantage
• Strong experience in data management and analysis
• Proven experience in a customer service role
• Ability to work tactically and respond dynamically to any troubleshooting requirements.
• Experienced user of Excel with proficiency in the use of MS Office tools
• Proficient numerical ability to record, interpret and analyze data
• Excellent understanding of clerical principles, such as proper organization of important documents
• Superb decision-making and critical thinking skills
• Experience with GLP regulations or software will be ‘a distinct advantage’.

Benefits

• Competitive salary with performance based annual increments.
• Healthcare benefits
• Competitive annual leave
• A true sense of meaning in your work by contributing to better patient outcomes.
• The opportunity to work alongside a world-class high performing team in a hyper-growth startup environment.
• A chance to work on exciting,challenging and unique projects.
• Regular performance feedback and significant career growth opportunities.
• A highly collaborative and supportive multi cultural team.