Role & responsibilities 1. Closing successfully customer complaints with the help of the manufacturing team.2. Coordinating with other departments, such as engineering and quality control, toresolve complaints and implement corrective actions.3. Keeping accurate records of customer complaints and documenting the resolutionprocess.4. Communicating with customers to keep them informed of the status of theircomplaint and to ensure that their concerns have been addressed.5. Identifying and analyzing trends in customer complaints to identify potential issueswith the company's products or processes. Developing and implementing procedures for handling customer complaints incompliance with relevant regulations, such as those set by the FDA.7. Participating in internal and external audits to ensure that the company's complaint-handling processes are in compliance with regulatory requirements.8. Helping to identify areas for improvement in the company's products and processesto prevent future complaints.9. Analyzing product malfunctionPreferred candidate profile B.Sc / B.Tech Biotech / B.Pharma1. Customer Satisfaction2. First Contact Resolution - FCR measures the percentage of support issues resolvedby the customers service department upon first contact with a customer3. Net Promoter Score - Customers who are very satisfied or even delighted with yourcustomer service will often go a step further and recommend your business to theirfriends and contacts.4. Abandon rate of calls5. Average resolution time to resolve the query6. Conversion rate7. Customer RetentionPerks and benefits