Custom Support

2 weeks ago

New Delhi, India Shiva Scientific Full time

Minimum Requirement


  • B.Sc., M.Sc. in Biology or a related field with minimum 2 years of experience. Freshers with extraordinary skills may be considered.
  • Technical knowledge of workflows in PCR, DNA Sequencing, qPCR and ancillary procedures.
  • Strong interpersonal, oral and written communication, and presentation skills
  • Must possess a strong desire to serve the customer
  • Team Player
  • Willingness to travel as and when required



Position Overview:

We are seeking a proactive and customer-focused Customer Support Executive to join our dynamic team. The role involves providing exceptional customer service, managing client inquiries, coordinating order fulfillment, and ensuring a seamless experience for our customers. 

 

Key Responsibilities:

The main responsibilities of the Customer Support Executive includes, but are not limited to:

Customer Interaction:

  • Act as the primary point of contact for customers, addressing inquiries, resolving complaints, and providing product information.
  • Build and maintain strong customer relationships to ensure satisfaction and loyalty.

Order Management:

  • Process customer orders accurately and in a timely manner.
  • Coordinate with internal teams (sales, logistics, and inventory) to ensure on-time delivery.
  • Track shipments and provide updates to customers as needed.

Technical Support:

  • Provide basic technical assistance and troubleshooting for medical devices.
  • Escalate complex technical issues to the appropriate technical team or manufacturer and follow up on resolutions.

Documentation and Reporting:

  • Maintain detailed records of customer interactions, orders, and complaints.
  • Generate periodic reports on customer service metrics and order statuses for internal review.

Coordination with Sales Team:

  • Collaborate with the sales team to address customer needs and identify opportunities for upselling or cross-selling.
  • Support sales initiatives by providing feedback from customers.

Product Knowledge:

  • Stay updated on the company’s product portfolio, including technical specifications and applications.
  • Educate customers about product usage, maintenance, and compliance requirements.

After-Sales Support:

  • Assist in warranty claims, returns, and replacements in line with company policies.
  • Ensure timely follow-up on service requests or maintenance schedules.


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