Associate Customer Service Rep

BioLegend, Inc.; Chennai District; On-site; INR 300,000 - 550,000; Full time

Job summary

Revvity India – Diagnostic Laboratory Operations is seeking an Executive or Senior Executive in Customer Care to manage queries, feedback and complaints, handle toll-free services, and coordinate product information and service timelines. The role requires a Life Sciences graduate (B.Sc.

or M.Sc.). Executive: Fresher or 1–2 years; Senior Executive: 4–7 years in customer care within life sciences or lab services.

Qualifications

• Graduate in Life Sciences / Medical Sciences or related field.
• Executive: Fresher or 1-2 years of customer care experience.
• Senior Executive: 4-7 years of customer care experience in life sciences/lab services.

Responsibilities

• Handle all customer care activities: queries, feedback and complaints.
• Manage Toll Free services and calls related to samples, registrations, pickups and shipments.
• Provide product information, explain timelines (TAT) and communicate with customers.
• Create MIS reports to support management on service performance and timelines.
• Analyze customer trends and pre-analytical information to identify improvements.
• Contribute to quality management and continuous improvement in Customer Care.

Skills

Soft Skills

Computer knowledge

Education

Life Sciences (B.Sc. or M.Sc.)

Job description

Job Description – Executive or Senior Executive – Customer Care

About us: Revvity is an international developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We have deep experience in our field, having been part of Revvity’s 85-year history, and are excited for our future as a dedicated life sciences & diagnostics business. Our diverse team of 11,000+ colleagues from around the globe are vital to our success and the reason we’re able to push boundaries in pursuit of better human health.

Site – India

Business Unit – Diagnostic Laboratory Operations

Purpose of the main job

Responsible for handling customer care activities – like queries, feedback & complaints.

Main responsibilities

• Handling all incoming & outgoing calls with regard to customers queries on samples, pickups, registrations, cancellation & sample collection materials.
• Responsible for handling Toll Free services.
• Support customers with product information, TAT, and other related communication.
• Create MIS reports to support the management on service performance, Complaint register, query resolution matrix and timelines.
• Analyze the pre analytical information for understand the customer trends, pre-analytical errors etc.
• Evaluate customer support system and prepare action plans to improve the customer service department.
• Implement Quality Management System for Customer Care department.
• Ensure all customer service activities support and strengthen the strategic objectives of overall organization.
• Responsible for ensuring 24/7 customer call management.
• Inventory management to customers.
• Shipment to US by coordinating & following up from receive to report.

Required Competence

Education

Any Graduate (B.Sc. or M.Sc.) in Life Sciences / Medical Sciences / related disciplines.

Required work experience related to position

Executive - Fresher or 1-2 years.

Senior Executive – 4 to 7 Years’ experience in handling Customers in Life Sciences/Lab services/Hospital.

Special requirements / Skills / Attributes

Soft Skills, Computer knowledge.

Competency Required

Strategic Perspective

• Successfully complete individual goals in support of the company strategy.
• Takes on assignments in different areas of operations.
• Research a customer issue and make a recommendation to your manager.

Market Focus

• Supports critical business processes with operations, supply chain and quality.
• Takes on assignments that support/integrate with cross functional teams.
• Key contributor to the success of a business process.

Leadership

• Shows leadership tendency on project teams, assignments.
• Increase personal effectiveness and performance.
• Ask for stretch assignments.

Change Management

• Research/ present new ideas.
• Continuous Quality improvement.