Customer Service Representative

2 months ago

Tronica City Ghaziabad Uttar Pradesh, India QCS Consulting Full time

Job Summary:
The Executive Customer Service representative will serve as the primary point of contact for high-priority customers, including healthcare providers, pharmacies, and patients. This role requires a deep understanding of the pharmaceutical industry, exceptional communication skills, and the ability to manage complex customer inquiries and issues effectively.

**Key Responsibilities**:
**Customer Interaction**:
Provide accurate information about pharmaceutical products, including usage, side effects, and contraindications.

Address and resolve complex customer issues and complaints with a high level of professionalism and empathy.

**Problem Resolution**:
Investigate and resolve customer complaints related to product quality, delivery issues, and other service-related concerns.

Coordinate with internal departments (e.g., Quality Assurance, Logistics, Sales) to ensure timely resolution of customer issues.

Document all customer interactions and resolutions in the customer relationship management (CRM) system.

**Relationship Management**:
Build and maintain strong relationships with key customers, including healthcare providers, pharmacies, and other stakeholders.

Act as a liaison between customers and the company to ensure a high level of customer satisfaction.

Identify opportunities for improving customer service processes and suggest enhancements.

**Product Knowledge**:
Stay up-to-date with the latest information about the company's pharmaceutical products, including new launches and updates.

Educate customers on product features, benefits, and proper usage.

Provide training and support to customers on the use of pharmaceutical products when necessary.

**Reporting and Analysis**:
Prepare regular reports on customer interactions, issue resolution, and customer satisfaction metrics.

Analyze customer feedback and identify trends or areas for improvement.

Provide insights and recommendations to management for enhancing customer service strategies.

**Qualifications**:
**Education**:
Bachelor's degree in a relevant field (e.g., Life Sciences, Pharmacy, Business Administration) or equivalent experience.

**Experience**:
Minimum of 3-5 years of customer service experience in the pharmaceutical or healthcare industry.

Experience managing high-priority customer accounts and resolving complex issues.

**Skills**:
Excellent communication and interpersonal skills.

Strong problem-solving and analytical abilities.

Proficiency in using CRM software and other customer service tools.

Ability to work independently and as part of a team.

High level of attention to detail and organizational skills.

**Other**:
Understanding of regulatory requirements and guidelines in the pharmaceutical industry.

Ability to handle sensitive and confidential information appropriately.

**Working Conditions**:
This position may require occasional travel to meet with customers or attend industry events.

The role typically involves working in an office environment with standard business hours, but flexibility may be required to address urgent customer needs.

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

Pay: ₹30,000.00 - ₹50,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer service: 3 years (required)
- healthcare industry: 3 years (required)

**Language**:

- English (preferred)

Work Location: In person

**Speak with the employer**
+91 9971073017

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