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
KEY REQUIREMENTS : COMPETENCIES
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 >
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
SIGNIFICANT WORK ACTIVITIES :
Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)