• Provide day-to-day support for customers using WCM and HHQ products • Deliver a high-quality customer experience through professional and responsive communication with quick resolution • Troubleshoot product issues across multiple workflows and product lines • Respond to customer inquiries clearly, professionally, and empathetically in written English • Investigate, reproduce, and document software bugs • Submit detailed bug tickets and product enhancement requests to internal teams • Identify when issues require escalation to onshore support, product, or engineering teams • Maintain accurate records of customer interactions and issue resolution • Collaborate with cross-functional teams to ensure timely customer outcomes

Role Description Are you a driven and multilingual professional with a passion for sales and customer service? GenePlanet, a leading EU-based biotech company specializing in preventive genetic tests, is seeking a dynamic Contact Center Manager to join our growing team. In this role, you will be pivotal in driving sales through effective phone communication and ensuring a seamless, positive patient experience. You will manage our contact center operations, focusing on converting online leads and providing outstanding support. - Drive Sales: Proactively contact and qualify online leads to generate sales of GenePlanet's medical tests. - Patient Coordination: Efficiently organize and schedule blood collection appointments, ensuring a smooth patient journey. - Exceptional Customer Service: Provide prompt and effective support, addressing patient inquiries and resolving issues with empathy. - Performance Analysis: Monitor and analyze contact center performance, identifying opportunities for optimization. - Marketing Collaboration: Provide valuable feedback to the online marketing team based on patient interactions and market insights. - Strategic Input: Collaborate with the marketing team to refine lead generation strategies and enhance customer engagement. - Market Intelligence: Communicate key market information to the marketing team to inform strategic decisions. Qualifications - Sales-oriented mindset with a focus on achieving results. - At least 2 years of experience working in sales/customer service, preferably in a contact center environment. - Fluency in English and Bulgarian. - Medical background is a plus. - Marketing knowledge is a plus. - Strong communication skills. - Excellent organizational and time-management abilities. - Ability to work independently and as part of a team. Benefits - Competitive salary and performance-based bonuses. - Opportunities for professional growth and development within a leading biotech company. - A dynamic and supportive work environment. - The opportunity to work in an international environment.

• Proactively contact and qualify online leads to generate sales of GenePlanet's medical tests. • Efficiently organize and schedule blood collection appointments, ensuring a smooth patient journey. • Provide prompt and effective support, addressing patient inquiries and resolving issues with empathy. • Monitor and analyze contact center performance, identifying opportunities for optimization. • Provide valuable feedback to the online marketing team based on patient interactions and market insights. • Collaborate with the marketing team to refine lead generation strategies and enhance customer engagement. • Communicate key market information to the marketing team to inform strategic decisions.

• Managing the client’s calendar end-to-end — scheduling, rescheduling, prioritizing conflicts, and making sure every meeting has a purpose and a brief before it happens • Handling inbound communication across email, phone, and messaging platforms — triaging, responding where appropriate, and escalating only what genuinely needs the client’s attention • Using AI tools (Claude, ChatGPT, or equivalent) to draft communications, summarize threads, generate reports, and prepare briefing materials faster than manual methods allow • Tracking open action items, follow-ups, and deadlines so nothing slips — and surfacing anything at risk before it becomes a problem • Preparing reports, presentations, meeting agendas, and briefing materials that are clear, accurate, and ready to use without further editing • Identifying repetitive administrative tasks and using AI-powered workflows or automation tools to eliminate them — not just complete them faster • Managing inquiries and interactions with professionalism and warmth — resolving what can be resolved, escalating what can’t, and always following through • Maintaining organized, accurate records across CRM systems, shared drives, and administrative databases — so information is findable, current, and reliable • Coordinating meetings, travel, and logistics across time zones with the kind of detail orientation that means surprises don’t happen • Supporting social media scheduling, market research, and competitor analysis when needed — using AI tools to accelerate research and content production