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Customer Care Associate - Colombia

May 29, 2026

The Opportunity: Lab Alley, a rapidly growing e-commerce business, aims to be the Amazon of chemicals. We are seeking an enthusiastic individual to join our team as Customer Care Associate. As a Customer Care Associate, you'll be the first point of contact for customers, addressing inquiries and providing support via phone, email, and chat. This position offers the chance to learn, grow, and build your skills to eventually handle more complex tasks and inquiries as you advance within the company. <ul style="padding-inline-start: 48px;"> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;" aria-level="1"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: #ffffff; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Reports to the Customer Relations Manager</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;" aria-level="1"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: #ffffff; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Work hours are US Central Time (will be either 8-5 or 9-6 Monday through Friday)</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;" aria-level="1"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: #ffffff; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">This is a remote position based in Colombia.</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial,sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;" aria-level="1"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: #ffffff; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Employee relationship: This is a full-time employment position in Colombia, managed in partnership with an Employer of Record (EOR) service.</li> </ul> Essential Responsibilities: <ul> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Respond to customer inquiries through phone, email, and chat platforms (Zoho).</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Provide accurate and timely responses to frequently asked questions (FAQs).</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Direct customer inquiries to appropriate resources or escalate when necessary.</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Assist in processing basic orders and updating customer information in the system.</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Provide general product information and guidance to help customers find what they need.</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Collaborate with the team to resolve common customer issues.</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Maintain professionalism and follow proper communication etiquette on all platforms.</li> </ul> Qualifications & Skills: <ul> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Excellent communication skills (phone, email, and chat).</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Ability to multi-task and work efficiently in a fast-paced environment.</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Strong typing speed of at least 35 wpm to manage data entry.</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Problem-solving skills with the ability to handle routine customer inquiries.</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Willingness to learn and develop product knowledge to better assist customers.</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Positive, solutions-oriented attitude, with the ability to stay calm under pressure.</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Strong verbal and written English communication skills.</li> </ul> Nice to Have (But Not Required): <ul> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Experience with customer service tools (e.g., Zoho, Salesforce, or other CRM platforms).</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Familiarity with e-commerce platforms</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Basic knowledge of Microsoft Office or Google Suite (Sheets, Docs, etc.).</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Previous call center or customer service experience.</li> </ul> Why This Role is a Great Opportunity: <ul> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;">Training: You'll receive hands-on training and mentorship to help you succeed and grow.</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;">Collaborative Environment: Work alongside a supportive team that values cross-functional collaboration.</li> <li style="list-style-type: disc; font-size: 12pt; font-family: Arial, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre;">Innovation: Be part of a company on the cutting edge of e-commerce, helping to provide sustainable solutions to customers across industries.</li> </ul> About us: <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Inc. 5000 recently awarded/recognized Lab Alley as one of the fastest-growing private companies in America! We are also one of the fastest growing e-commerce companies in Austin, TX! We provide easy access to essential chemicals – on-budget, on-time, every time. <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Think Amazon for Chemicals! Our workplace culture: <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Our core values are an integral part of our success defining who we are. <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">We bring our core values to life in everything we do at Lab Alley. Therefore, every hire is aligned with our core values: CARE: <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">We care about people and take pride in our work. COMMITMENT: <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">We believe success is characterized by our commitment to continuous improvement. GENUINE: <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">We believe in being real, authentic, and direct with those around us. GROWTH: <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Lab Alley encourages continual learning and leads with curiosity. INITIATIVE: <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">To be successful, we always strive to make things happen! INNOVATION: <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Lab Alley is driven by a relentless pursuit of innovation, constantly seeking new ideas, technologies, and approaches to enhance the experiences of our customers. WORK ETHIC: <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">We believe a strong work ethic is about being fully engaged, resilient, and focused on tasks to ensure each project receives attention and consideration. We give back! With every purchase a customer makes through our eCommerce website, we work with Ecodrive to plant a tree. This helps reduce the carbon footprint, improves coastlines, improves socio-economic conditions and so much more. Read more about that <a style="color: #000000;" href="https://app.ecodrive.community/public-dashboard/lab-alley">here</a>. <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: #ffffff; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Don't meet every single requirement? Studies have shown that members from some under-represented groups are less likely to apply for jobs if they don't meet every single qualification. At Lab Alley, we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles, and we are excited about hearing from you. <span style="font-size: 12pt; font-family: verdana, geneva, sans-serif; color: #000000; background-color: transparent; font-weight: 400; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Please note: Lab Alley is not accepting unsolicited resumes or candidate submissions from staffing agencies for this position. In the absence of a signed agreement with Lab Alley's People Operations leader, no fee will be paid for any candidates submitted by agencies. All unsolicited resumes will be considered the property of Lab Alley.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...