Customer Service Specialist

Company Description

For over 20 years, Abcam has been providing tools the scientific community needs to enable faster breakthroughs in critical areas like cancer, neurological disorders, infectious diseases, and metabolic disorders.

We believe that to continue making progress, we need to work together in new ways. We need your own unique perspective as well as this of our people to make an always greater impact on the world. This community needs people like you: dedicated, agile and above all audacious so we can truly bring progress forward.

Job Description

Due to another internal promotion, we now have an opportunity to join our customer services team based in Waltham, MA. Abcam Customer Operations has an aspirational strategy supporting a bold transformation agenda to continually improve our service to our customers, ensuring they get off to the best possible start, as fast as possible. We need dependable, high-performing talent focused on results to join this effort.

You will need to be comfortable in an environment where change is a constant, at abcam we are always striving to improve everything we do.

Roles and Responsibilities:

• Handle all customer contact and queries on a wide range of topics, delivery dates, stock, documentation, quotes
• Talk to customers on all channels including phone, email and live chat
• Deal with all hypercare situations including dealing with complaint and escalated customer cases
• Assist with order processing to provide a seamless customer experience
• Owns each customer case from start to finish to ensure the customer is informed at all stages of their experience
• We have hybrid working for this role with a minimum of 3 days in the office per week and maximum 2 days per week working from home.

Qualifications

You are passionate about delivering outstanding customer service, with customer satisfaction being your core driver and you will have an understanding of Net Promoter Score. Your experience dealing with customers can be from different environments including retail, hospitality and any other fast paced customer service environment. You have excellent communication skills in all aspects of customer contact with a high level of attention to detail and look for a solution at all times. You are a team player and have a cultural awareness both internally and externally. You are empowered to make decisions to aid your ability to deal with customer objections and give you the opportunity to spot improvements and act on them.

You are comfortable with systems and Microsoft Office applications such as Outlook and Teams. You thrive in an agile environment and strive to delight your customers at every opportunity.

If this sounds like you and you’d like to be a part of a fast-paced, growing business with the vision to become the most influential company and best-loved brand in life sciences, please apply now!

Additional Information

We know that when it comes to benefits, no one size fits all. Flexibility and choice matter which is why in addition to market competitive salaries, we offer you a flexible benefits package which is tailored to your unique needs and support your financial, physical and emotional wellbeing. This includes free onsite parking, access to a free gym next to the office, our award-winning share scheme, 18 weeks fully paid maternity leave, 6 weeks fully paid paternity leave as well as highly flexible working and much more. Besides, your development will be integral to your experience here. You will grow alongside other talented minds, in ways you may often find unexpected.

When people come together, incredible things happen. Here you’ll work in a safe environment where you can be who you truly are. We’ll champion and celebrate your uniqueness throughout your journey with us. This is how we excel at partnering with the scientific community no matter the challenge, ultimately helping solve the world’s most critical diseases. Find out more about Diversity & Inclusion at Abcam.

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