Associate Customer Service Rep

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 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, Complain 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

---