Customer Service Administrator

Positive People; Auckland; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Birthday leave

Long service recognition

Job summary

IGENZ in Auckland seeks a proactive customer service administrator to support clients and a busy science team. You will handle inquiries, coordinate sample workflows, and assist with data management to ensure smooth laboratory operations.

The role requires meticulous attention to detail, strong communication, and the ability to work both independently and collaboratively in a friendly, growth-minded team.

Qualifications

• Minimum 3+ years in a customer service or administrative role.
• Strong communication, organization and problem-solving skills.
• Experience handling databases and tracking systems with accuracy.

Responsibilities

• Customer Excellence: handle phone and email inquiries with professionalism.
• Logistical Coordination: coordinate sample processes from scheduling to dispatch.
• Administration Support: assist Laboratory Team, data input and records scanning.
• Purchasing & Equipment Management: track stock in Xero and manage equipment register.
• Billing & Compliance: perform billing checks and ensure ISO-aligned practices.

Skills

Customer service

Administrative

Communication

Problem-solving

Interpersonal skills

Time management

Data entry

Databases

Tools

Xero

MS Office

CRM software

Job description

As the first point of contact for our clients, you’ll be the friendly and professional voice representing the business. You’ll keep things running smoothly behind the scenes by supporting our customers and our busy team of scientists and technicians.

This is a fantastic opportunity to work in a collaborative environment where your work directly contributes to the smooth operation of our laboratory and the quality of care our clients receive. You’ll be part of a team that values relationships, continuous improvement, quality, integrity, and respect.

This is a full-time role, working onsite Monday to Friday, in central Auckland.

What you'll be doing

Working closely with our Laboratory Team, Office Manager and Finance Officer, you'll provide day-to-day customer service and administrative support. Your responsibilities will include:

Customer Excellence: Managing incoming phone and email enquiries with professionalism and discretion, ensuring client queries are resolved promptly.

Logistical Coordination: Undertaking end-to-end coordination of sample processes for clinical testing and direct-to-consumer tests, including scheduling, packaging, dispatch, and courier coordination.

Administration Support: Providing comprehensive support to the Laboratory Team, including database maintenance, data input, and record scanning.

Purchasing & Equipment Management: Managing inward goods, tracking stock via Xero, and coordinating the equipment register, including servicing and calibration schedules.

Billing & Compliance: Undertaking billing checks for registered samples and ensuring all activities adhere to ISO standards.

What we're looking for

We’re seeking a proactive team player who can hit the ground running. You’ll thrive in this role if you have:

Experience: 3+ years’ experience in a similar customer service or administrative role.

Skills: You’re a confident, clear communicator, with strong problem-solving, interpersonal and relationship management skills. You are computer literate and comfortable working with databases and tracking systems.

Work style: You are detail-focused with a high level of accuracy and an ability to work methodically under pressure. With excellent time management skills, you have a knack for developing solutions that create workflow efficiencies and enhance customer service.

Team fit: You are approachable and friendly. You possess a growth mindset and are committed to maintaining the high quality and professional standards IGENZ is known for. You are comfortable working both independently and collaboratively.

You must have full working rights in New Zealand to be considered for this role.

About us

IGENZ is a proudly New Zealand-owned, IANZ-accredited medical testing laboratory established in 2006. Our DNA Diagnostics division provides trusted paternity and relationship testing services, and our reputation is built on precision, professionalism, and compassion.

At IGENZ you’ll find a supportive team, a meaningful mission and a culture that puts people first. We offer a warm, inclusive team culture and a range of employee benefits such as birthday leave and long service recognition to enhance your work-life balance.

Our values – relationships, quality, integrity, continuous improvement, and respect – guide everything we do. If you share these values and want to be part of a team that genuinely cares, we’d love to hear from you.

For more about us, visit: https://www.igenz.co.nz/

Your application will include the following questions:

• Which of the following statements best describes your right to work in New Zealand?
• What's your expected annual base salary?
• How many years' experience do you have as a customer service administrator?
• How much notice are you required to give your current employer?
• Do you have experience using Xero?