Job Description

Role & responsibilities 1. Closing successfully customer complaints with the help of the manufacturing team. 2. Coordinating with other departments, such as engineering and quality control, to resolve complaints and implement corrective actions. 3. Keeping accurate records of customer complaints and documenting the resolution process. 4. Communicating with customers to keep them informed of the status of their complaint and to ensure that their concerns have been addressed. 5. Identifying and analyzing trends in customer complaints to identify potential issues with the company's products or processes. Developing and implementing procedures for handling customer complaints in compliance with relevant regulations, such as those set by the FDA. 7. Participating in internal and external audits to ensure that the company's complaint- handling processes are in compliance with regulatory requirements. 8. Helping to identify areas for improvement in the company's products and processes to prevent future complaints. 9. Analyzing product malfunction Preferred candidate profile B.Sc / B.Tech Biotech / B.Pharma 1. Customer Satisfaction 2. First Contact Resolution - FCR measures the percentage of support issues resolved by the customers service department upon first contact with a customer 3. Net Promoter Score - Customers who are very satisfied or even delighted with your customer service will often go a step further and recommend your business to their friends and contacts. 4. Abandon rate of calls 5. Average resolution time to resolve the query 6. Conversion rate 7. Customer Retention Perks and benefits