The Client Services Representative will work in a team who work together to ensure a best-in-class service is delivered to Eurofins Biomnis customers.
- Use of Laboratory Information Management Systems in place in the laboratory.
- Be aware and compliant with of all the documentation related to your Department to include – Training Records, SOP’s, Forms, including reading and acknowledging required documents on QPulse.
- Be a strong team player by showing initiative, being proactive in supporting the Client Services team by assisting in the sharing of tasks, that results in the delivery of an effective, efficient, quality assured and customer centred service.
- Provide phone and email support for all Client Service requests and ensure best service to our Clients.
- Log all Service Requests on Eurofins Biomnis’ CRM software system, ensure the action required is taken to fully resolve the enquiry and close off on CRM.
- Provide clients with the support and information needed to manage their patient’s health.
- Liaise with colleagues in other departments and referral laboratories to ensure a full service is provided to meet all the client needs.
- Actively liaise between the Laboratory and the client, to notify them of any critical patient information ranging from unusual results, to problematic specimens.
- Cover of Client Services department duties where there is annual leave or other lack of cover.
- Escalate issues as required to the Client Services Manager and keep Client Services Manager updated of any relevant Client issues.
- Recognise and alert the Client Services Manager of any unusual trends in client calls.