Customer Services Specialist
Northern Nanopore Instruments Inc
The Details...
The successful candidate will offer a complete customer services solution to Oxford Nanopore Technologies existing and potential customer base as well as providing support to the wider commercial team and internal stakeholders. This is an exciting role, and if successful, you'll act as the first point of contact for all external customer correspondence and offer triage accordingly across the wider commercial team.
Responsibilities include:
- Answering customers questions on business processes and products
- Scheduling and amending of orders on internal systems
- Speaking to customers on the phone/instant chat/email as part of their journey from account creation/order to receipt
- Following up marketing campaigns with customers
- Supporting internal teams including Technical Support, Sales, Market Development, Logistics, Finance, Operations and Marketing
- Ensuring KPI’s on the customer service experience and customer satisfaction are met
What We're Looking For...
We'll expect you to have a good general standard of education, i.e. 5 GCSEs at Grade C or above and ideally A' Levels or an NVQ level 3 or equivalent. You'll have previous experience in a sales and customer facing role and enjoy talking to customers on the phone and working towards solving any issues or problems they may have. You're a confident user of Microsoft Office, and email and previous experience using a CRM and/or ERP system are highly desirable. You enjoy working as part of a team, can prioritise your work and like to take a proactive approach meeting and exceeding expectations with a good eye for spotting sales opportunities.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.
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Oxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.
We are looking for a confident and approachable Customer Services Associate. This role will suit someone who enjoys talking to customers on the phone and who likes to exceed customer expectations.