Customer Care Instructor

6 months ago

Bengaluru Karnataka, India Clario Full time

Clario partners with the pharmaceutical industry to gather and organise clinical trial data, leading to quicker, more reliable trial outcomes. Our contribution to improving patients' lives motivates us every day

Join our Bangalore team as a Customer Care Instructor to provide world class customer service over the phone in support of clinical trials deployed at hundreds of clinical sites worldwide.

You will be part of a growing team in Bangalore, working directly with our clients and Clario colleagues across the globe - helping to bring new drugs to market, more quickly and more safely. See the impact you could have.

What we offer:
- Competitive compensation + shift allowances- Attractive benefits (security, flexibility, support and well-being)- Engaging employee programs- Great office location and facilities in Bangalore + hybrid working opportunities

What you'll be doing:
Provides Technical Training of Clario products, services and tools to Customer Care staff members as well as external Service Providers and if required, clients. Focus on the development, coordination, execution of internal training and the maintenance of training documentation records.- Deliver training presentations to Customer Care members, external Service Providers and to clients or other departments- Coordinates and schedules trainings- Maintain the company's departmental training programs and the related documentation records in accordance with Clario SOP/Policy and department related specifics- Work with department management to document and maintain current training programs for all lines of business- Ensure that all training records submitted are complete and accurate- Maintain training related department metrics and overviews- Run reports to monitor customer care employee training deficiencies and report outcome to manager as well as act proactive in case of deficiencies- Deliver customized training documentation for each training, topic, or skill level including but not limited to Syllabus, Training doc, Presentation (pptx), Metrics, Quizzes, and Question & Answers- Work closely with direct manager and supporting departments to develop training delivery strategies specific to the Customer Care requirements- Develop and implement new training mechanisms / methods to further increase quality of training and reduce labor efforts.- Execute towards and participate in continuous improvement of Customer Care’s Service Strategy and Service Design- Proactively analyzes training processes and implements improvements with the responsible department leads

Achieve high customer satisfaction and provide outstanding support by:- Ensure that all customer contacts are fully documented in the call management system and the required databases while maintaining customer confidentiality- Determine appropriate action to ensure customer satisfaction while protecting the service division's financial responsibility.- Maintains the highest possible level of client satisfaction by ensuring that the assigned team is providing high quality support in a timely manner, adhering to all service level agreements e.g. reaction times- Install company products directly at customer sites as well as repair works, maintenance and training- Acts as Mentor for colleagues during daily business- Achieve high quality standardized, lean business processes supporting the company’s business model in Customer Care- Assists in interdepartmental interactions and ensures effective co-operation

What we're looking for:
- Preferably bachelor’s degree in Professional Training, Instructional Technology or equivalent experience- 3-5 years of customer care experience ideally in training services- Public speaking experience- Multi-lingual (preferred)- Excellent communication skills; fluent in spoken and written English- Available to work all shifts if required- Trainers should demonstrate excellence in employee development and problem solving skills-
- Ability to complete tasks in a timely manner with mínimal oversight- Trainers should be motivated to continue to expand their technical and scientific knowledge

At Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives. We value the contribution each of our people brings. It’s only through our people that we can continue to innovate technology that will shape the future of clinical trials.

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