Client Relation Specialist

Eversana1; Pune District; On-site; INR 400,000 - 700,000; Full time

Job summary

EVERSANA is seeking a Customer Service/Order Management professional in Pune (Koregaon Park) to execute core order processing, return handling and client support. The role involves coordinating with multiple teams, resolving credits, and ensuring timely responses to inquiries.

You will handle 3-4 years of customer service experience, maintain process improvement, and work both independently and as part of a team in a fast-paced environment.

Qualifications

• Experience and/or Training (3-4) years of Customer Service experience
• Excellent organizational skills
• Ability to work as a team and individually
• Excellent communication skills (written and verbal)
• Collaborative work style
• Willingness to work from the office (Pune - Koregaon Park)
• Ability to and willingness to work 24/5
• Education: Any Graduate (Finance background preferred)

Responsibilities

• Investigation of Overages, Shortages, and Damages into the applicable system
• Handle 222 and RGA requests within given timelines
• Handle client shared mailboxes as assigned
• Email monitoring and support (responding to client and customer inquiries)
• Order entry and maintenance
• Resolve return credits after review before issuing the credit
• Work with other departments on client resolutions/special projects
• Maintain applicable client work instructions
• All other duties as assigned
• Ability to work as a team and individually
• Collaborative work style
• Excellent verbal and written communication skills
• Customer service orientation
• Reliability
• Ability to multitask
• Continuous Process Improvement with management to improve efficiency and accuracy

Skills

Customer Service

Organizational skills

Communication skills

Teamwork

Collaboration

On-site work

24/5 support

Education

Any Graduate

Job description

THE POSITION:

Responsible for the execution of key business functions within the Order Management department including order processing, call center support and returns processing focused on customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Investigation of Overages, Shortages, and Damages into the applicable system
• 222 and RGA requests to be handled within given timelines
• Handling the client shared mailboxes as assigned
• E‑mail monitoring and support (responding to Client and Customer inquiries)
• Order entry and maintenance
• Resolve return credits that require further review before credit can be issued.
• Work with other departments on client resolutions/special projects as required.
• Maintain applicable client work instructions
• All other duties as assigned.
• Ability to work as a team and individually.
• Collaborative work style
• Excellent verbal and written communication skills
• Customer service orientation
• Reliability
• Ability to multitask
• Continuous Process Improvement - The incumbent is expected to work with the Manager and Call Center Support in continually evaluating the efficiency, productivity and accuracy levels of the department and making process improvements to attain high levels of achievement in each business function performed by Order Management.
• Operational Tasks - The incumbent provides key support services for the Order Management department including entry of orders, responding to inquiries and problem resolution. The position will have direct contact with Eversana clients and clients' customers because of the Order Management business function, therefore effective communications skills, written and oral, are critical. The incumbent is also a key resource for the entire department as workload demands allocation of resources to various business functions.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Experience and/or Training (3-4) years of Customer Service experience)
• Excellent organizational skills
• Ability to work as a team and individually.
• Excellent communication skills (written and verbal)
• Collaborative work style
• Willingness to work from the office (Pune - Koregaon Park)
• Ability to and willingness to work 24/5
• Education: Any Graduate (Finance background preferred

OUR CULTURAL BELIEFS:

• Patient Minded I act with the patient's best interest in mind.
• Client Delight I own every client experience and its impact on results.
• Take Action I am empowered and empower others to act now.
• Grow Talent I own my development and invest in the development of others.
• Win Together I passionately connect with anyone, anywhere, anytime to achieve results.
• Communication Matters I speak up to create transparent, thoughtful and timely dialogue.
• Embrace Diversity I create an environment of awareness and respect.
• Always Innovate I am bold and creative in everything I do.

EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base salary range for this position is $120,000 to $135,000 and is not applicable to locations outside of the U.S. The base salary range represents the low and high end of the salary range for this position. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). EVERSANA reserves the right to modify this base salary range at any time.

From EVERSANA's inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one's identity. All of our employees' points of view are key to our success, and inclusion is everyone's responsibility.

Follow us on LinkedIn | Twitter