Customer Service Junior

Job Description

Primary Responsibilities  

As a member of the team, conducts various data entry, management and reporting activities as trained and assigned in a Laboratory Information Management System (LIMS) or other database system to ensure accurate information in reports.  Once routine data entry is done there is a secondary role to support the customer service team.

Specific Responsibilities  

• At all times, complies with SGS Code of Integrity and Professional Conduct. 

• Enters various data, registers jobs and validates accuracy of certain operational data in the lab’s LIMS as trained and assigned.  Key focus areas may include sample login data, field data, subcontract lab data, verification of report data accuracy, invoice data, maintenance of a customer database, and others. 

• Performs other data quality verification functions as assigned in the future. 

• Able to consistently input accurate information into systems. 

• To be the first point of contact for both prospective and existing customers contacting SGS. Ensuring excellent customer service is provided from the first point of contact. 

• Primarily responsible for providing effective customer service for all internal and external customers by utilising excellent, in-depth knowledge of our products and services.   

• Record all customer activity in our internal databases for full traceability. 

• Establish and understand customer requirements in order to support them through the customer journey, developing and managing mutually beneficial long-term relationships with customers. 

• Address customer concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate, highlighting relevant issues to internal key stakeholders. 

• Acknowledge and allocate Customer Complaints appropriately. 

• Ensures lab deadlines are met and the GBS Team Coordinator (or section Lab Manager in their absence) is notified immediately if the turnaround time specified cannot be met. 

• Adopts and supports specific operational improvement activities as communicated by the GBS EHS Supervisor. These projects will focus on the improvement of quality and efficiency. 

• Looks for efficiency gains in your section by being aware of new technologies and reviewing existing procedure. 

• Able to respond to technical queries. 

• Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior. 

• Ensures work area in GBS is kept clean and presentable at all times. 

• Remains familiar with SGS quality assurance procedures. 

• Complies to all SGS QHSE and HR policies and procedures. 

Qualifications

• A minimum of one-year data entry and customer service experience is essential   

• Demonstrated commitment to data quality and operational excellence 

• Excellent written and verbal communication skills in English language (B2 or C1 level) 

• Strong MS Excel skills 

• Detail-oriented 

• High level of integrity 

• Ability to learn new computer programs 

• Teamwork and co-operation 

• Organization and efficiency 

• Taking responsibility 

• Great customer awareness and service 

Additional Information

• Hybrid work arrangement may differ depending on affiliate country, should be amenable to be onsite for 2 to 6 months.