Job description

Location/Timezone: Remote, based in the CET or UTC +1 Timezone.

About ZAGENO:

ZAGENO offers the largest life sciences lab supply marketplace. Our one-stop shop helps scientists, lab managers, and procurement leaders compare products, source alternatives, track deliveries, and communicate order statuses in real time, accelerating innovation by saving valuable time. Leveraging advanced AI, ZAGENO enhances supply chain resilience and makes the customer experience superior, seamlessly integrating with existing systems to boost productivity and make online shopping for research materials convenient, efficient, and reliable. We are committed to innovation, excellence, and fostering a supportive, and dynamic work environment.

Role Overview:

ZAGENO is looking for a highly motivated and skilled bilingual individual to join our Operations Team remotely in the CET or UTC +1 timezone. This is a freelance/contract position. Candidates must be able to operate as an independent contractor in their country, which may require setting up a business entity or meeting local regulatory requirements.

Key Responsibilities:

Customer Assistance: Respond promptly and professionally to customer inquiries via phone, live chat, and email, ensuring an exceptional customer experience.
Order Management: Provide accurate updates on order statuses, assist with changes or cancellations, and resolve issues related to shipping and delivery.
Technical Support: Offer guidance on the ZAGENO platform and any errors our customers encounter, escalating complex technical queries to the appropriate teams.
Problem Resolution: Investigate and resolve customer complaints or issues in a timely manner, working closely with internal teams and vendors.
Relationship Building: Build trust and rapport with customers, demonstrating empathy and a commitment to resolving their concerns effectively.
Documentation: Maintain accurate records of customer interactions and ensure proper follow-up to guarantee satisfaction.
Collaboration: Work closely with the Operations, Sales, and Vendor teams to address customer needs and improve overall processes.

Qualifications:

Experience: Minimum 1-2 years of customer support experience, preferably in the life sciences or a related industry.
Language Skills: Must be C1 level fluency in French and English.
Communication Skills: Exceptional verbal and written communication skills with a professional and approachable tone.
Technical Aptitude: Comfortable learning the ZAGENO platform and internal tools that are used daily.
Problem-Solving Skills: Strong analytical skills with the ability to troubleshoot and resolve customer issues effectively.
Customer-Centric Mindset: Passionate about delivering outstanding service and creating positive customer experiences.
Multitasking Ability: Able to manage multiple customer interactions across various channels in a fast-paced environment.
Tools Proficiency: Experience with CRM systems, live chat platforms, and ticketing tools is highly desirable.

Why Join ZAGENO?

Impactful Work: Make a tangible impact in the biotech industry, contributing to the advancement of research and development.
Supportive Environment: Thrive in a culture that values innovation, teamwork, and a commitment to excellence.

Learn more at https://zageno.com/.

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