Work at AlphaBiolabs

Come and join the AlphaBiolabs team

See our current vacancies listed below. To apply for a role, please email your resume to jobs@alphabiolabs.com

Customer Service Supervisor

Reports to: Sales Manager

The Role:

Perform all customer service and sales activities in both English and Spanish including:

  • Deal courteously, professionally and promptly with customer enquiries via telephone, email and Livechat, recommending the most appropriate test for customers and answering service-related questions
  • Review team performance to meet all targets and KPIs
  • Conduct calls in line with the company call quality framework
  • Management of all email inboxes
  • Processing sales orders, collecting payment from customers via phone calls, and data entry for customers and partners
  • Respond to outbound calls and email inquiries
  • Assembling and sending out the appropriate sample collection kits and correspondence to customers
  • Sending reports to customers (electronic and paper based) where appropriate
  • Translation of marketing materials and business communications
  • Managing mail and international shipments
  • Invoicing business partners & handling accounting inquiries with the finance team
  • Complete monthly competitor analysis
  • Daily / weekly / monthly reports to discuss with the Sales Manager
  • Minor complaint handling & escalations to the Sales Manager
  • Process mapping analysis and continuous improvement
  • Decision making
  • Training and coaching junior members of staff
  • Call monitoring

Requirements:

  • Fluent English and Spanish language skills – both verbal and written
  • Proven experience in a professional environment in customer service or administration & sales
  • Flexibility and team orientation essential
  • Knowledge of Microsoft systems and data entry systems
  • Ideally experience in a similar office-based job

Additional requirements:

  • Generate and maintain appropriate records on Salesforce and update case notes
  • Adherence to all departmental procedures, policies and protocols
  • Understanding the importance of the QMS and roles within it
  • Ensure strict adherence to all company quality procedures contained within the QMS
  • Report any customer complaints or non-conformances to Sales Manager
  • Attend line manager meetings with Sales Manager
  • Achieve Key Performance Indicators (KPIs) set out by Sales Manager
Customer Service Representative

Reports: Sales Manager / Supervisor

The Role:

Perform all customer service and sales activities in both English and Spanish including:

  • Deal courteously, professionally and promptly with customer enquiries via telephone, email and Livechat, recommending the most appropriate test for customers and answering service-related questions
  • Review own sales performance to meet all targets and KPIs
  • Conduct calls in line with the company call quality framework
  • Regular competitor analysis to feedback to line manager
  • Produce reports in a timely manner for line manager & meetings
  • Management of all email inboxes
  • Processing sales orders, collecting payment from customers via phone calls, and data entry for customers and partners
  • Respond to outbound calls and email inquiries
  • Assembling and sending out the appropriate sample collection kits and correspondence to customers
  • Sending reports to customers (electronic and paper based) where appropriate
  • Translation of marketing materials and business communications
  • Managing mail and international shipments
  • Invoicing business partners & handling accounting inquiries with the finance team

Requirements:

  • Fluent English and Spanish language skills – both verbal and written
  • Proven experience in a professional environment in customer service or administration & sales
  • Flexibility and team orientation essential
  • Knowledge of Microsoft systems and data entry systems
  • Ideally experience in a similar office-based job

Additional requirements:

  • Generate and maintain appropriate records on Salesforce and update case notes
  • Adherence to all departmental procedures, policies and protocols
  • Understanding the importance of the QMS and roles within it
  • Ensure strict adherence to all company quality procedures contained within the QMS
  • Report any customer complaints or non-conformances to the supervisor
  • Attend line manager meetings with Sales Manager/ Supervisor
  • Achieve Key Performance Indicators (KPIs) set out by Sales Manager