Customer Support

2 weeks ago

Long Crendon, United Kingdom Avidity Science - EMEA Full time

Join Our Team as a Customer Support at Avidity Science

Are you passionate about delivering exceptional customer service and skilled at getting the needed resources to them? Avidity Science is seeking a dedicated Customer Support to join our team in Long Crendon, Buckinghamshire. This role offers a dynamic work environment where you will be the central point of contact for our customers. Our hybrid role offers the perfect blend of office and remote work, with at least 3 days a week based in our facility.


Why Avidity Science?

  • Competitive Salary: Up to £25,000, plus a bonus of up to £2,000 per year.
  • Comprehensive Benefits: Including 25 days holiday, pension contributions matched up to 8% of basic salary, private healthcare, and more.
  • Career Growth: Opportunities to develop your skills and advance within the company.
  • Supportive Environment: A collaborative team that values new ideas and continuous learning.



Your Role:

As a Customer Support Specialist, you will:


Customer Service Responsibilities:

  • Be the central point of contact for all customer communications, ensuring they are routed to the appropriate team.
  • Uphold Avidity Science company values and maintain customer excellence standards in all communications.
  • Promote effective communication and collaboration with colleagues across the company.
  • Handle customer complaints, ensuring they are logged, communicated, and resolved appropriately.
  • Take ownership of customer satisfaction and ensure timely and accurate updates of customer records.


Scheduling and Coordination:

  • Schedule EMEA field service engineers (FSE) for customer site visits using CRM (BrightOffice) and follow current SOPs.
  • Work proactively to book all scheduled maintenance visits and assist with travel requirements/restrictions.
  • Communicate effectively with FSEs to efficiently progress service issues and provide technical telephone support where required.


General Responsibilities:

  • Provide general customer telephone and communication support.
  • Support other office staff as required and assist in training new colleagues.
  • Adhere to all Health and Safety policies and perform other duties as assigned.



What We’re Looking For:

  • Experience: Previous administrative and customer service/facing experience.
  • Skills: Excellent communication, organizational, and problem-solving skills. Proficiency in Microsoft Office Suite.
  • Attributes: Self-motivated, customer-focused, and able to work effectively in a fast-paced environment. Ability to manage multiple customer requests and processes at the same time is a necessity.
  • Languages: French and German language skills are an advantage.


Additional Perks:

  • Vitality Private Healthcare
  • Health Cash Plan
  • Mental health support services, including counselling options.
  • Employee Assistance Programme
  • Cycle to Work Scheme
  • Workplace Nursery Scheme and other enhanced family leave benefits
  • Team Social Activities


Join Us

If you have a passion for customer service and a desire to make a difference, we’d love to hear from you. You will need existing right to work in the UK to be successful. Apply now to become a part of our innovative and supportive team at Avidity Science.

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