lead Customer Service Associate

Description:

Job Description: Lead Customer Service Associate

Location: Chambur, Mumbai.

Interview Location: BKC, Mumbai.

Company: A leading global healthcare company offering pharmaceuticals, diagnostics, medical devices, and nutrition products

Payroll company: (On Talisman payroll)

Contract renewable: Yes, based on performance.

Working Days: 6 Days

Work timing: 9 AM to 6 PM

Round of interview: 2 interviews. 

Experience: 3+ Yrs to 15 Yrs or more.

Job Summary:

We are seeking a proactive and detail-oriented Lead Customer Service Associate to oversee and manage the end-to-end process of faulty sensor replacement and logistics coordination for direct and dispensing accounts. This role involves close collaboration with healthcare professionals (HCPs), the ADC sales team, third-party service associates, and internal customer experience (Cx), legal, public affairs, and quality teams to ensure timely and compliant service delivery. The role also includes managing high-priority escalations through the Cx - GM Desk Email and ensuring prompt resolution.

Key Responsibilities:

Process Oversight & Coordination:

• Manage the faulty sensor replacement process from initiation to resolution.
• Ensure third-party service associates collect faulty sensors and submit the Manual Complaint Form (MCF) accurately and on time.
• Coordinate with ADC Sales Team to validate replacement requests based on 90-day sellout.
• Ensure that PRE (Potential Reportable Events) are escalated and reported by Cx (Concentrix team) as per policy.

Stakeholder Collaboration:

• Liaise with Public Affairs, Legal, and Quality teams to draft and review communication for consumer escalations.
• Coordinate with internal stakeholders to ensure timely and compliant resolution of escalated issues.

Escalation Management:

• Monitor and manage the Cx - GM Desk Email for consumer escalations.
• Collaborate with relevant departments to investigate, address, and resolve escalated concerns efficiently and professionally.

Team Leadership:

• Supervise and guide third-party service associates in MCF submission and logistics.
• Ensure adherence to SOPs and compliance requirements.

Communication & Documentation:

• Ensure timely communication between HCPs, ADC Sales, Cx Executives, and logistics partners.
• Maintain accurate records of MCFs, courier dispatches, and CRM updates.
• Escalate cases exceeding 3% replacement threshold to ZBM and LT for approval.

System & Reporting:

• Ensure complaints are logged in the Unity system and updates are shared with the Cx Executive.
• Track and report monthly replacement/sellout ratios.
• Support finance in processing stockist replacements based on validated approvals.

Training & Compliance:

• Coordinate training sessions for ADC teams and HCPs when replacement thresholds exceed 5%.
• Ensure compliance to the replacement process.

Qualifications:

• Bachelors degree in business administration, Life Sciences, or related field.
• 35 years of experience in customer service, healthcare logistics, or pharmaceutical operations.
• Experience managing third-party vendors or service associates is preferred.

Skills & Competencies:

• Strong organizational and coordination skills.
• Excellent communication and interpersonal abilities.
• Proficiency in CRM systems and Microsoft Office Suite.
• Ability to analyze data and generate actionable insights.
• Knowledge of healthcare compliance and logistics processes is a plus.
• Experience working with cross-functional teams including Legal, Public Affairs, and Quality.
• Strong problem-solving skills and experience handling high-level customer escalations.