Customer Service Support Representative

2 weeks ago

Mumbai Maharashtra, India Newtec Pro Mfg Pvt Ltd Full time

**Job Title**: Customer Service Support Representative

**Objectives**:

- The Customer Service Support Representative acts as the primary interface between the customers and internal factory team members, reporting directly to the managing director.
- This role plays a crucial part in ensuring customer satisfaction by effectively addressing inquiries, resolving issues, and facilitating smooth communication between all parties involved.

**Company overview**:
**Newtec** is a pioneer in the development of drug delivery, inhalation and medical plastic devices with over three decades of expertise and experience having manufactured and supplied over hundreds of millions of Actuators and other devices globally.

Currently working with leading pharmaceutical companies, we specialize in the design, development, manufacturing and supply of medical plastic devices and components, primarily in the field of respiratory and pulmonary drug delivery.

We also work one on one with pharmaceutical companies for their specific product development requirements and provide customisation, as well as innovation and development services.

**Job Summery**:

- The Customer Service Support Representative acts as the primary interface between the customers and internal factory team members, reporting directly to the managing director.
- This role plays a crucial part in ensuring customer satisfaction by effectively addressing inquiries, resolving issues, and facilitating smooth communication between all parties involved.

**Key Responsibilities**:

- Serve as the main point of contact for customers regarding inquiries, orders, and concerns.
- Assist customers with product information, pricing, orders, shipping, returns, and other inquiries.
- Handle and resolve customer complaints or escalations, escalating complex issues to appropriate departments as needed.
- Maintain accurate records of customer interactions, transactions, inquiries.
- Work closely with the factory team to prioritize and schedule orders according to customer requirements.
- Collaborate with technical teams to escalate and resolve complex technical issues as needed.
- Coordinate with production Head order processing and fulfillment, ensuring timely delivery to customers.
- Facilitate communication and collaboration between customers and internal departments, including production, logistics, sales, and quality assurance.
- Provide product and service recommendations based on customer needs and preferences.
- Stay updated on product features, promotions, and company policies to provide accurate information to customers.
- Identify opportunities for process improvements and share feedback with management to enhance the customer support experience.
- Follow up with customers to ensure satisfaction and gather feedback for continuous improvement.
- **Proactively identify opportunities to improve customer service processes, procedures, and systems.**
- Participate in training programs and stay updated on product knowledge, industry trends, and best practices in customer service.

**Qualifications and Skill**:

- High school diploma or equivalent; associate or bachelor’s degree preferred.
- Proven experience in customer service or support roles, preferably in a fast-paced environment.
- Excellent communication skills Should be fluent in english, both written and verbal, with a professional and friendly demeanour.
- Strong problem-solving skills and the ability to think critically and creatively to resolve customer issues.
- Ability to multitask, prioritize, and manage time effectively in a dynamic work environment.
- Proficiency in using customer service software, CRM systems, and other relevant tools.
- Empathy and patience when dealing with customers, especially in challenging situations.

**Salary/Benefits**:
Salary commensurate with experience. Benefits package includes health insurance, PF, paid time off, and opportunities for professional development.

**Job Types**: Full-time, Permanent

Pay: ₹40,000.00 - ₹50,000.00 per month

**Benefits**:

- Health insurance
- Paid time off
- Provident Fund
- Work from home

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus
- Yearly bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer acquisition: 3 years (required)
- Customer service: 1 year (preferred)

Work Location: In person

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