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
