Designation : Co-Ordinator Customer Service Support
Educational Qualification : Diploma (preferably in Business Administration, Engineering, or related field)
Experience : 3 to 4 yrs Experience
Working days : 5
Gender : Male & Female
Salary : 23K to 25K
Key Responsibilities
1. Customer Interaction & Support Receive, record, and respond to customer inquiries through phone, email, and other approved communication channels. Provide accurate and timely information regarding products, services, order status, delivery schedules, and support processes. Maintain professional, courteous, and customer-focused communication at all times.
2. Complaint & Feedback Management Register and document customer complaints, feedback, and suggestions in accordance with established QSP requirements. Analyze customer complaints and coordinate with relevant internal departments to conduct root cause analysis and implement corrective actions. Ensure timely resolution and closure of customer complaints and communicate outcomes clearly to customers. Maintain complete records of complaints, corrective actions, and closure evidence.
3. Order & Service Coordination Coordinate with Sales, Production, Stores, Dispatch, and other relevant teams to support order processing and delivery commitments. Monitor service requests and ensure adherence to agreed timelines and service levels. Proactively inform customers about any delays, changes, or issues impacting delivery or service.
4. Documentation & Record Control Maintain customer-related records, including complaints, feedback forms, service reports, and communication logs. Ensure all Customer Service & Support (CSS) records are controlled, updated, and retained as per ISO 9001 / QMS requirements. Support document control activities related to CSS procedures, formats, and records. SCIGENICS BIOTECH PRIVATE LIMITED JOB DESCRIPTION
5. Quality & Process Compliance SB/HR/RC/22 Comply strictly with the Customer Service & Support QSP and related procedures. Participate in internal audits and support timely closure of audit findings related to CSS activities. Ensure compliance with customer-specific requirements, statutory requirements, and contractual obligations.
6. Performance Monitoring & Reporting Monitor customer satisfaction levels and defined key performance indicators (KPIs). Prepare and submit periodic reports on customer complaints, response times, resolution status, and satisfaction trends. Provide CSS performance data and inputs for management review meetings.
7. Continuous Improvement Identify opportunities to improve customer service processes and service delivery effectiveness. Recommend corrective and preventive actions based on customer feedback, complaint trends, and performance data. Support the implementation of improvement actions and monitor their effectiveness. Authority Communicate directly with customers regarding routine inquiries, service updates, and complaint status. Coordinate with internal departments to facilitate issue resolution. Recommend corrective and preventive actions for recurring or critical customer issues. Skills & Competencies Strong verbal and written communication skills Effective interpersonal and coordination abilities Good documentation and reporting skills Basic knowledge of ISO 9001 / Quality Management Systems Problem-solving and analytical skills Proficiency in MS Office applications (Excel, Word, Email) Key Performance Indicators (KPIs) Customer complaint response time and closure time Customer satisfaction rating Number of repeat or recurring complaints Compliance with QSP, ISO, and audit requirements
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
