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.