Associate Customer Service Rep

Job Description

Handling all incoming & outgoing calls with regard to customers queries on samples, pickups, registrations, cancellation & sample collection materials Responsible for handling Toll Free services Support customers with product information, TAT, and other related communication Create MIS reports to support the management on service performance, Complain register, query resolution matrix and timelines Analyze the pre analytical information for understand the customer trends, pre-analytical errors etc. Manage recruiting, training and performance management of customers service executives Coordinate and support the customer service team for annual merit increase process, setting up goals to align with organization goals through WD and various methods. Evaluate customer support system and prepare action plans to improve the customer service department Implement Quality Management System for Customer Care department Ensure all customer service activities support and strengthen the strategic objectives of overall organization Responsible for ensuring 24/7 customer call management Inventory management to customers Shipment to US by coordinating & following up from receive to report.