Lab Technical Support Specialist — Client Services

National Reference Laboratory (NRL); Abu Dhabi; On-site; AED 89,000 - 134,000; Full time

Job summary

National Reference Laboratory (NRL) is seeking an Officer, Lab Technical Support in the UAE to be the first contact for clients via service desk, email, and call center. You will help ensure timely results and high client satisfaction by coordinating with laboratories and third parties.

The role requires 1-3 years in laboratory operations or healthcare customer service, a bachelor’s degree in a related field, and strong communication skills to manage multiple inquiries and meet KPIs in a

Qualifications

• Bachelor’s degree in Medical Laboratory Science, Life Sciences, or a related field.
• 1-3 years of experience in laboratory operations, healthcare customer service, or technical support.
• Strong communication and customer service skills.
• Experience using service desk systems, call center platforms, or laboratory information systems (LIS) is preferred.
• Ability to manage multiple requests, prioritize tasks, and meet KPIs in a fast-paced environment.

Responsibilities

• Act as the primary point of contact for client inquiries via service desk, email, and call center.
• Manage and resolve service desk tickets while ensuring response and resolution KPIs are met.
• Coordinate with laboratories and external service providers to ensure timely processing of referred tests.
• Monitor pending referral tests and follow up to ensure results are delivered within agreed turnaround times (TAT).
• Liaise with logistics providers to coordinate urgent sample collection and transportation requirements.
• Handle customer complaints and maintain proper documentation and correspondence.
• Generate reports and data for clients and internal stakeholders.
• Monitor special client accounts to ensure timely result delivery and proactive communication.

Skills

Communication skills

Customer service

Multitasking

Education

Bachelor’s degree in Medical Laboratory Science/Life Sciences

Tools

Service desk systems

Laboratory Information Systems (LIS)

Job description

National Reference Laboratory (NRL) is seeking an Officer, Lab Technical Support in the UAE to be the first contact for clients via service desk, email, and call center. You will help ensure timely results and high client satisfaction by coordinating with laboratories and third parties.

The role requires 1-3 years in laboratory operations or healthcare customer service, a bachelor’s degree in a related field, and strong communication skills to manage multiple inquiries and meet KPIs in a