Customer Support Center Specialist Moen
Abbott
Mumbai,India
8d ago

JOB DESCRIPTION : JOB DESCRIPTION

JOB DESCRIPTION

Abbott Diagnostics Division India

Job Title : Customer Support Centre Specialist ( CSCS) Location / Site :

All India- per business requirements Department / Division / Unit :

Abbott Diagnostics (ADD) Grade : 15

Reports To : National Service Manager (NSM) Effective Date

PRIMARY FUNCTIONS / JOB DUTIES / RESPONSIBILITIES / ACCOUNTABILITIES

Primary Function / Primary Goals / Objectives :

To ensure maximum customer focus and satisfaction by effectively and efficiently providing exceptional telephone technical resolutions and, as applicable, engineering or applications field support to the ADD customer base.

Major Responsibilities :

Providing technical resolutions by phone for customer issues in accordance with guidelines

Directly liaising with relevant laboratory personnel over such issues to ensure a high level of customer satisfaction.

Respond to customer reactive following ADD Response & Escalation procedures

Making follow-up calls to appropriate laboratory personnel within 24 hours of the reactive call first being received and after call closure.

Reporting details of reactive calls into Complaint Management System consistent with all compliance requirements. Ensure replication ticketing calls within 24hrs.

Providing proactive AbbottLink monitoring, identifying and where possible resolving developing issues. Escalating identified issues as required.

Utilizing a Dispatch system to monitor support team dispatch, onsite arrival and call closure.

Monitor all Open tickets for timely closure or escalation on a weekly basis.

Ensure ongoing Ticket Compliance requirements for the region.

Participate in Field activities as required.

Perform proactive field calls ensuring high level customer satisfaction. The calls can be made in conjunction with Sales or other Support personnel where appropriate.

Ensure Account Manager & Manager is kept informed of the status of key customer issues.

Inventory & reliability management

Follow ADD Response & Escalation procedure

Working closely with Customer Service Manager, maintain appropriate technical knowledge to carry out both on phone and infield support

Supervisory / Management Responsibilities :

Direct Reports : Indirect Reports :

Indirect Reports :

JOB SPECIFICATIONS : Minimum Skill, Education, Experience

  • Graduate in any discipline from reputed institute / university (preferably B. Pharm or B.Sc)
  • Preferable 4years + experience in the relevant field required.
  • KEY REQUIREMENTS : COMPETENCIES

  • Superior communication skills listening skills (ie : Achieving Service Excellence Training)
  • Demonstrated problem solving skills
  • Demonstrated customer service skills
  • Accountability / Scope :

    Drives Phone Resolution Rate

    Drives Service Tickets compliance

    Ensures excellent customer satisfaction as measured by NPS

    Summary of Position :

    Customer satisfaction score (Net Promoter Score NPS)

    Drives Phone Resolution Rate

    Ensures Service Tickets Compliance

    JOB FAMILY : Support Services

    DIVISION : ADD Diagnostics

    LOCATION : India >

    India >

    Mumbai : No. 309, B Wing, Everest Grande Mahakali Road Andheri (east)

    ADDITIONAL LOCATIONS : WORK SHIFT :

    WORK SHIFT : Standard

    TRAVEL : Yes, 5 % of the Time

    MEDICAL SURVEILLANCE : Not Applicable

    Not Applicable

    SIGNIFICANT WORK ACTIVITIES :

    Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)

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