Exact sciences

Overview

The Customer Service Liaison I, International supports customer and internal communications between Exact Sciences customers, the sales force, and commercial operations teams. As part of a world-leading organization in personalized medicine, this role acts as a first point of contact for external inquiries received via phone, email, or other communication channels.

About Exact sciences

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stag

Requirements & Eligibility

• High school diploma or Level 4 vocational qualification.
• Good listening and oral and written communication skills.
• Demonstrated proficiency in written and spoken English.
• Basic understanding of customer service principles and a willingness to support positive experiences for internal and external customers.
• Demonstrated ability to follow and maintain SOPs.
• Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis.

Key Responsibilities

• Answer incoming calls to the customer service phone lines during business hours. Document all calls according to customer service policy and procedures.
• Assist and inform on product clinical requirements and sample accessioning processes within scope of expertise in accordance with official standard operating procedures (SOPs).
• Support order fulfillment activities for customer orders across assigned markets, including assisting with the retrieval of specimens from submitting hospitals and coordinating with field sales to help ensure a timely and effective customer ordering
• Demonstrate sound judgment by understanding when to address routine inquiries independently and when to escalate questions or issues to more senior team members in line with established guidelines.
• Maintain highest level of discretion when dealing with customer issues and apply data privacy principles (per GDPR) in carrying out daily work.