About the Company
Diagnexia, a subsidiary of Deciphex, is a leading provider of pathology services, established in Dublin in 2017. Deciphex has rapidly expanded to become a global team of over 150 professionals, offering innovative software solutions to address the pathology gap in both research and clinical areas. With a mission to accelerate the drug development process and provide timely, accurate diagnoses for cancer patients, Deciphex has established a strong presence through its offices in Dublin, Exeter, Oxford, and Chicago.
As part of the Deciphex family, Diagnexia leverages its expertise to provide cutting-edge diagnostic solutions to healthcare organizations worldwide. Our cloud-based platform enables hospitals to easily and rapidly send cases for consultation to our expert subspecialists. We are dedicated to improving patient outcomes and helping healthcare organizations stay at the forefront of the industry.
We are looking for highly motivated individuals who are excited to take on challenges and value making a difference in their day-to-day work. This is a unique opportunity to make a difference in the emerging Digital Pathology field.
About this Role
The Customer Service Specialist will be responsible for ensuring a high level of customer satisfaction by providing excellent customer service, building strong relationships with key stakeholders, and continuously improving customer service processes. The specialist also interacts with the lab team and case control team and works closely with cross-functional teams to ensure a seamless customer experience.
Responsibilities:
* Act as the primary point of contact for customer inquiries and complaints, working to resolve customer issues promptly and efficiently.
* Build and maintain strong relationships with key stakeholders in UK sites, including clinical and IT personnel, ensuring that customer needs are met and exceeded.
* Collaborate with cross-functional teams, such as sales, product, and technical support, to ensure a seamless customer experience.
* Monitor customer feedback and develop strategies to improve customer satisfaction and loyalty.
* Develop and implement customer service policies and procedures to ensure consistency and quality of service.
* Analyze customer data and feedback to identify trends and potential improvements.
* Participate in regular training of sites and provision of demonstrations of the software, partaking in site development activities to stay up-to-date on product releases and to consistently offer a high level of customer service.
* Manage customer service team, providing guidance and support as needed.
* Contribute to the development of marketing and promotional strategies for the UK as needed.
* Training required for the role, may include ISMS, GLP, DocuSign, and GDPR awareness.
Required Skills and Experience:
* Degree in a scientific field
* Knowledge in the digital pathology field, with 1-2 years’ experience
* Strong experience in data management and analysis
* Proven experience in a customer service role
* Ability to work tactically and respond dynamically to any troubleshooting requirements.
* Experienced user of Excel with proficiency in the use of MS Office tools
* Proficient numerical ability to record, interpret and analyze data
* Excellent understanding of clerical principles, such as proper organization of important documents
* Superb decision-making and critical thinking skills
* Experience with GLP regulations or software will be ‘a distinct advantage’
Soft Skills:
* Demonstrated leadership skills and a desire to develop these further.
* A sense of urgency and initiative in executing tasks.
* Innovative mindset and willingness to bring new ideas to the table.
* Autonomy in managing time and workload.
* Highly collaborative and enjoy working with diverse teams.
* Ability to thrive in a fast-paced environment and manage changing priorities.
* Excellent written and oral English language skills.
Role Requirements:
* Availability to work overtime and weekends on an ad hoc basis to meet business needs.
* Regular travel to customer sites or potential sites (up to 25% of time), often on short notice.
Benefits:
* Competitive salary with performance-based annual increments.
* Healthcare benefits
* Competitive annual leave
* A true sense of meaning in your work by contributing to better patient outcomes.
* The opportunity to work alongside a world-class high-performing team in a hyper-growth startup environment.
* A chance to work on exciting, challenging, and unique projects.
* Regular performance feedback and significant career growth opportunities.
* A highly collaborative and supportive multicultural team.
Deciphex is an equal opportunities employer and we are committed to the principle of equality. All qualified applicants will be considered for employment without regard to age, race, religious beliefs, political views, gender identity, affectional or sexual orientation, national origin, family or marital status (including pregnancy), disability, membership of the traveling community, or any other classification protected by applicable law.
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