Customer Service Officer

About the role

Eurofins Scientific is an international life sciences company offering analytical testing services to clients across many industries, including food, environment, pharmaceuticals and cosmetics. This full-time Customer Service Officer position contributes to the growth of the Customer Service function and handles customer enquiries, complaints and specimen handling within the laboratory.

Key responsibilities

• Attend to customer enquiries professionally and provide responsive, meticulous support to ensure customer satisfaction.
• Respond immediately to clients' technical and service-related queries and problems.
• Investigate complaints thoroughly, evaluate findings and respond to supervisors, management and customers as soon as possible.
• Meticulously process specimens received from the courier team and customers.
• Enter patient demographics and laboratory test orders accurately into the Laboratory Information System (LIS).
• Understand clinical and test terminology and test profiles and codes.
• Communicate problems in specimens and request forms to the Laboratory Manager.
• Follow procedures for sample centrifugation, storage, retrieval and disposal.
• Sort, prepare, collate and enter patient data specimens correctly, and observe PDPA guidelines and the chain of custody.
• Communicate with clients, colleagues and management, manage time well, and perform other duties as assigned.
• The role may involve rotation between lab locations or shifts.

Required profile

• O Levels or equivalent educational background.
• Experience in client services and in specimen management and data entry.
• Service-oriented, hardworking, with good organisational skills and a positive attitude.

Required skills

• Good computer skills and experience using the Laboratory Information System (LIS).
• Understanding of clinical and test terminology and test codes.

What we offer

• Competitive salary.
• Excellent training and career development opportunities.