Associate Customer Service Rep

IN20 Revvity Health Sciences Pvt Ltd.; Chennai District; On-site; INR 250,000 - 420,000; Full time

Job summary

Revvity Health Sciences Pvt Ltd. in Chennai is seeking an Associate Customer Service Rep to handle customer care activities, including queries, feedback, and complaints, and to manage toll-free services and product information with a focus on timely resolution.

You will create MIS reports, analyze customer trends, and implement improvements within the Quality Management System to support the organization’s objectives. 24/7 call management and coordination of shipments are key responsibilities.

Qualifications

• Education – Any Graduate (B.Sc. or M.Sc.) in Life Sciences / Medical Sciences / related disciplines.
• Experience: Fresher or 1–2 years; Senior Executive – 4 to 7 years in life sciences customer service.

Responsibilities

• Handle all incoming & outgoing calls with regard to customers queries on samples, pickups, registrations, cancellations & sample collection materials.
• Responsible for handling toll-free services and support customers with product information, TAT, and other related communication.
• Create MIS reports to support management on service performance, complaint register, query resolution matrix and timelines.
• Analyze the pre-analytical information to understand 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 the Customer Care department.
• Ensure all customer service activities support and strengthen the strategic objectives of the overall organization.
• Ensure 24/7 customer call management.
• Inventory management to customers; shipment to US by coordinating & following up from receipt to report.

Skills

Soft skills

Computer knowledge

Education

B.Sc./M.Sc. in Life Sciences or related

Job description

Job Title: Associate Customer Service Rep

Location: Chennai

About Us

Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our 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.

Position Summary

Site – India Business Unit - Diagnostic Laboratory Operations. Responsible for handling customer care activities – like queries, feedback & complaints. Handle incoming & outgoing calls regarding customer queries on samples, pickups, registrations, cancellations & sample collection materials. Manage 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 pre-analytical information for understanding 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 the overall organization. Ensure 24/7 customer call management. Manage inventory to customers and coordinate shipment to the US from receipt to report.

Main Responsibilities

• Handle all incoming & outgoing calls with regard to customers queries on samples, pickups, registrations, cancellations & sample collection materials.
• Responsible for handling toll-free services and support customers with product information, TAT, and other related communication.
• Create MIS reports to support management on service performance, complaint register, query resolution matrix and timelines.
• Analyze the pre-analytical information to understand 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 the Customer Care department.
• Ensure all customer service activities support and strengthen the strategic objectives of the overall organization.
• Ensure 24/7 customer call management.
• Inventory management to customers; shipment to US by coordinating & following up from receipt to report.

Required Competence

• Education – Any Graduate (B.Sc. or M.Sc.) in Life Sciences / Medical Sciences / related disciplines.
• Experience: 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.
• 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; increases personal effectiveness and performance; asks for stretch assignments.
• Change Management: Research / present new ideas; continuous quality improvement.