Lab Technical Support Specialist - Client Services & TAT

National Reference Laboratory (NRL); Abu Dhabi; On-site; AED 60,000 - 80,000; Full time

Job summary

National Reference Laboratory (NRL) in the UAE seeks an Officer, Lab Technical Support to be the first contact for clients via service desk, email, and call center. You will ensure timely results, high customer satisfaction, and effective communication between clients and the laboratory.

The role involves coordinating with laboratories and external providers, managing referrals, and generating client reports while meeting KPIs in a fast-paced environment.

Qualifications

• Bachelor’s degree in Medical Laboratory Science, Life Sciences, or related field.
• 1–3 years in lab operations, healthcare customer service, or technical support.
• Strong communication and customer service skills.
• Experience with service desk systems, call centers, or LIS preferred.
• Ability to manage multiple requests 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

Customer service

Time management

Education

Bachelor’s degree in Medical Laboratory Science/Life Sciences

Tools

Service desk systems

Laboratory Information Systems (LIS)

Call center platforms

Job description

National Reference Laboratory (NRL) in the UAE seeks an Officer, Lab Technical Support to be the first contact for clients via service desk, email, and call center. You will ensure timely results, high customer satisfaction, and effective communication between clients and the laboratory.

The role involves coordinating with laboratories and external providers, managing referrals, and generating client reports while meeting KPIs in a fast-paced environment.