Opening For Lead Service Associate In Medical Device Company For Chambur Location

3 weeks ago

Pune, India Talisman HR Solutions Full time

Lead Customer Service Associate Location Chambur Mumbai Interview Location BKC Mumbai Company Abbott Healthcare On Talisman payroll Contract renewable Yes Based on performance Working Days 6 Days Work timing 9 Am To 6 Pm Round of interview 2 interviews Job Summary We are seeking a proactive and detail-oriented Lead Customer Service Associate to oversee and manage the end-to-end process of faulty sensor replacement and logistics coordination for direct and dispensing accounts This role involves close collaboration with healthcare professionals HCPs the ADC sales team third-party service associates and internal customer experience Cx legal public affairs and quality teams to ensure timely and compliant service delivery The role also includes managing high-priority escalations through the Cx - GM Desk Email and ensuring prompt resolution Key Responsibilities Process Oversight Coordination Manage the faulty sensor replacement process from initiation to resolution Ensure third-party service associates collect faulty sensors and submit the Manual Complaint Form MCF accurately and on time Coordinate with ADC Sales Team to validate replacement requests based on 90-day sellout Ensure that PRE Potential Reportable Events are escalated and reported by Cx Concentrix team as per policy Stakeholder Collaboration Liaise with Public Affairs Legal and Quality teams to draft and review communication for consumer escalations Coordinate with internal stakeholders to ensure timely and compliant resolution of escalated issues Escalation Management Monitor and manage the Cx - GM Desk Email for consumer escalations Collaborate with relevant departments to investigate address and resolve escalated concerns efficiently and professionally Team Leadership Supervise and guide third-party service associates in MCF submission and logistics Ensure adherence to SOPs and compliance requirements Communication Documentation Ensure timely communication between HCPs ADC Sales Cx Executives and logistics partners Maintain accurate records of MCFs courier dispatches and CRM updates Escalate cases exceeding 3 replacement threshold to ZBM and LT for approval System Reporting Ensure complaints are logged in the Unity system and updates are shared with the Cx Executive Track and report monthly replacement sellout ratios Support finance in processing stockist replacements based on validated approvals Training Compliance Coordinate training sessions for ADC teams and HCPs when replacement thresholds exceed 5 Ensure compliance to the replacement process Qualifications Bachelor s degree in business administration Life Sciences or related field 3-5 years of experience in customer service healthcare logistics or pharmaceutical operations Experience managing third-party vendors or service associates is preferred Skills Competencies Strong organizational and coordination skills Excellent communication and interpersonal abilities Proficiency in CRM systems and Microsoft Office Suite Ability to analyze data and generate actionable insights Knowledge of healthcare compliance and logistics processes is a plus Experience working with cross-functional teams including Legal Public Affairs and Quality Strong problem-solving skills and experience handling high-level customer escalations

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