At a Glance
- Tasks: Provide top-notch customer support to veterinary clients via phone and email.
- Company: Join Zoetis, the leading animal health company dedicated to improving animal wellbeing.
- Benefits: Enjoy competitive pay, career growth, and a supportive team environment.
- Other info: Dynamic role with opportunities for continuous learning and improvement.
- Why this job: Make a real difference in animal health while developing your customer service skills.
- Qualifications: GCSEs or equivalent and at least 1 year of customer service experience required.
The predicted salary is between 20790 - 25410 £ per year.
- Customer Service Specialist
- VPG | Part of Zoetis
- About Zoetis
Zoetis is the world's leading animal health company, dedicated to supporting veterinarians, livestock producers, and pet owners through innovative products, services, and solutions that improve the health and wellbeing of animals worldwide.
With more than 70 years of experience in animal health, Zoetis develops and delivers medicines, vaccines, diagnostics, technologies, and services across more than 100 countries.
Our colleagues are passionate about making a difference for animals, customers, and communities by combining science, technology, and deep industry expertise.
Veterinary Pathology Group (VPG) is part of Zoetis' global diagnostics portfolio, providing high-quality veterinary diagnostic services that help veterinarians make informed clinical decisions.
Through advanced laboratory capabilities, expert teams, and innovative diagnostic solutions, VPG supports veterinary professionals with accurate and timely results that improve animal care.
The Opportunity
We are looking for a Customer Service Specialist to join our VPG team based in Hitchin, UK.
In this role, you will provide frontline support to veterinary clients through phone and email channels, ensuring every interaction is handled efficiently, professionally, and with a strong customer-focused approach.
You will manage client queries relating to cases, test menus, pricing, additional testing, and billing, while ensuring accurate order entry and data management across laboratory information systems (LIMS), CRM, and ERP platforms.
Working closely with Laboratory Operations, Pathology, and Logistics teams, you will act as a key link between our clients and internal teams, helping to deliver a seamless customer experience and supporting the successful delivery of veterinary diagnostic services.
Site-specific responsibilities may apply depending on operational requirements.
Key Responsibilities
- Deliver first-line customer support through phone and email, providing efficient, enthusiastic, and professional interactions with veterinary clients.
- Accurately document all customer contacts, requests, and outcomes within Hub Spot, LIMS, and relevant systems while meeting agreed service level expectations.
- Process laboratory orders and updates accurately within LIMS systems, ensuring data quality and completeness.
- Handle billing enquiries and support credit/debit requests in line with company policies and procedures.
- Create and maintain client accounts and contacts within Hub Spot/LIMS, ensuring accurate information and GDPR-compliant data management.
- Validate client details, addresses, and contacts to enable access to digital platforms such as Pathport and Medi LIMS.
- Perform pre-invoice billing code quality checks and support month-end account reviews and exception resolution.
- Investigate and resolve data-related issues, including patient record merges, naming corrections, and referral result intake queries.
- Coordinate courier collections, missed collections, and shipment tracking with Logistics teams to ensure samples and results are managed effectively.
- Proactively communicate with clients regarding report delays, additional testing requirements, fixation, or decal requirements, ensuring issues are followed through to resolution.
- Maintain strong knowledge of test menus, service offerings, and customer policies.
- Participate in team meetings, training sessions, continuous improvement activities, and operational huddles.
- Act as a customer service ambassador and laboratory liaison, collaborating with site leaders and operational teams to deliver excellent service.
- Additional Site Responsibilities
- Support client account setup and data quality activities, including Hub Spot to Pathport/Medi LIMS validation and GDPR-compliant corrections.
- Complete billing code quality assurance checks before invoicing and support end-of-month account reconciliation activities.
- Coordinate courier bookings, missed collection queries, and send-away shipment tracking through to completion.
- Support digital slide scanning activities where required, including basic scanner troubleshooting and coordination with Laboratory Accessioning teams.
- Monitor service quality indicators and support KPI reporting, including escalation of operational risks and turnaround time concerns.
- Manage client consumable orders and shipping requirements.
- Support laboratory operations with submission form scanning and GDPR-compliant document disposal.
- Assist with sample receipt and labelling activities to support accurate laboratory processing.
Qualifications and Experience
- GCSEs or equivalent qualification.
- Minimum of 1 year customer service experience; experience within veterinary diagnostics, healthcare, laboratory, or a technical environment is desirable.
- Experience using Microsoft 365 applications and CRM/LIMS systems.
- Strong verbal and written communication skills with the ability to build positive relationships with c
Customer Service Specialist in Hitchin employer: - Zoetis India Capability Center
VPG, part of Zoetis, offers an exceptional work environment for our Leeds Night Courier Drivers, where commitment to quality and care is at the forefront of our operations. Our team enjoys a supportive culture that prioritises employee growth through ongoing training and development opportunities, alongside competitive benefits tailored to enhance work-life balance. Join us in making a meaningful impact in veterinary care while working in a dynamic and rewarding role.
Contact Details:
- Zoetis India Capability Center Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist in Hitchin
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at - Zoetis India Capability Center. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like - Zoetis India Capability Center before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Specialist in Hitchin
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to - Zoetis India Capability Center:Your cover letter is your chance to shine! Tell us why you want to work at - Zoetis India Capability Center specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at - Zoetis India Capability Center!
How to prepare for a job interview at - Zoetis India Capability Center
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
