Shiva Scientific | 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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