Customer Support Executive

2 days ago

Meenawala Jaipur, India Uniq Nutri Bio-Sciences Full time ₹ 2,00,000 - ₹ 6,00,000 per year

A Customer Support Executive in a food testing laboratory is responsible for providing top-notch customer service, assisting clients with inquiries, and ensuring a seamless experience throughout the testing process. This role bridges the gap between clients and laboratory operations, ensuring efficient communication and satisfaction.

Key Responsibilities

  1. Client Interaction:
  • Serve as the first point of contact for client inquiries via phone, email, or in person.
  • Provide detailed information about the laboratory's services, including testing procedures, sample requirements, pricing, and turnaround times.
  • Guide clients on how to prepare and submit samples for testing.

2.Problem Resolution:

  • Address and resolve client concerns, complaints, or escalations promptly and professionally.
  • Liaise with laboratory teams to investigate and resolve issues related to delayed reports, unclear results, or other client queries.

3.Report Management:

  • Assist clients in understanding their test results and provide clarification as needed.
  • Ensure timely delivery of test reports via email, courier, or in-person collection.

4.Follow-ups & Feedback:

  • Follow up with clients to ensure satisfaction with the laboratory's services.
  • Collect client feedback to identify areas for improvement in customer service and laboratory processes.

5.Data Management:

  • Maintain accurate records of client interactions, inquiries, and complaints in the customer relationship management (CRM) system.
  • Keep track of sample status and testing progress to provide updates to clients when requested.

6.Collaboration with Internal Teams:

  • Work closely with laboratory personnel, booking executives, and other departments to ensure client requirements are met efficiently.
  • Communicate special client needs or urgent requests to the appropriate teams.

7.Service Promotion:

  • Inform clients about new or additional services offered by the laboratory.
  • Support marketing efforts by sharing promotional materials and encouraging repeat business.

8.Compliance & Confidentiality:

  • Ensure that all client interactions and data handling comply with laboratory policies and confidentiality agreements.
  • Maintain a professional demeanor while dealing with sensitive or confidential client information.

9.Administrative Tasks:

  • Assist in preparing invoices, processing payments, and tracking pending dues.
  • Manage client appointment scheduling and sample pick-up requests.

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