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, q PCR 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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