Customer Care Specialist

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**Job title**: Customer Care Specialist

**Reports to**: Customer Care Manager

**Location**: Based onsite at our HQ located on Manchester Science Park

**Contract Type**: Full-time, 13-months fixed term contract to start in August

**Salary & Benefits**: Competitive Salary + Benefits Package

**About Yourgene Health**:
Yourgene Health is a leading integrated technologies and services business, enabling the delivery of genomic medicine. The group works in partnership with global leaders in DNA technology to advance diagnostic science.

Yourgene primarily develops, manufactures, and commercialises simple and accurate molecular diagnostic solutions, for reproductive health, precision medicine and infectious diseases. The Group's flagship in vitro diagnostic products include non -invasive prenatal tests (NIPT) for Down's Syndrome and other genetic disorders, Cystic Fibrosis screening tests, invasive rapid aneuploidy tests and DPYD genotyping.

Yourgene also has a global laboratory service network equipped to be a full life-cycle partner for clinical, research and pharmaceutical organisations to support partners at the preclinical, clinical, and post market stage to develop, manufacture, obtain regulatory approval and commercialise new products and services. In addition, Yourgene offers and NIPT and high throughput Covid testing service.

Yourgene Health is headquartered in Manchester, UK with facilities in Taipei, Singapore, the US and Canada.

**Our Culture**:
Yourgene is a growing, vibrant and exciting place to work, we are looking for committed driven individuals to be part of our next growth journey. Our culture is described by our employee's as collegiate, friendly, professional, innovative, open and fast paced. We have nay social and wellbeing initiatives run by our Social Huddle that keep our sense of community alive during challenging times that the pandemic has thrown our way. At Yourgene we focus on putting values led programmes in place to ensure that we can attract, retain and develop our people. We want our people to have a career with Yourgene and we ensure that they are recognised and rewarded for their achievements and commitment, everyone plays a critical role in our growth journey.

**Description of role**:
We are hiring for a Customer Care Specialist to join our customer care team on a 13-months fixed term contract to start in August. This role is based onsite at the UK head office of Yourgene Health (YGH) in Manchester within a diverse Customer Care Team. YGH is an international molecular diagnostics group which develops and commercialises genetic products and services. The group works in partnership with global leaders in DNA technology to advance diagnostic science. To support our strategic growth plans and our goal of delivering a continuously improving Customer journey we are looking for the right individual to contribute to our organisation. You will work in a team of currently 5 individuals who look after internal and external customers across our global operations to ensure that the service standards and expectations of our customers are met.

**Key areas of responsibility**:

- Daily interaction with customers in the assigned territory responding to all incoming enquiries, orders and complaints in a timely fashion and with accuracy.
- Build strong relationships with external and internal stakeholders, optimising touchpoints and identifying opportunities to improve the customer experience.
- Track the full order cycle from processing of orders to shipment and invoicing and communicate with Sales, Operations and Logistics teams to overcome any obstacles.
- Own complaints relevant to your customer base and push for quick and thorough resolutions
- Participate in weekly fulfilment meetings; providing brief weekly reports on orders placed, issues faced and proposals to resolve.
- Maintain accuracy of data such as pricing and contact details in our NetSuite database.
- Undertake any such additional duties that are commensurate with the level of this post.

This job description is not intended to be an exhaustive list but to indicate the main responsibilities of the post. It will be reviewed periodically to incorporate changes and developments in the YGH business. Any changes will be discussed in full and agreement being reached with the post holder as to how their role will develop and grow to suit the needs of a fast-changing business.

**Qualifications, Skills and Abilities**:
Essential:

- Demonstrable experience of supporting customers in a customer service role.
- Ability to cope with the demands of a fast-paced technology-based business.
- Must be willing to learn new aspects of the role and have a pro-active approach to source and share information.
- Must be a strong verbal and written communicator with an ability to build strong relationships across geographies and cultures and work collaboratively.
- Excellent organisational skills and an ability to work to tight and