- The Executive Customer Service representative will serve as the primary point of contact for high-priority customers, including healthcare providers, pharmacies, and patients. This role requires a deep understanding of the pharmaceutical industry, exceptional communication skills, and the ability to manage complex customer inquiries and issues effectively.

- This position may require occasional travel to meet with customers or attend industry events.

- The role typically involves working in an office environment with standard business hours, but flexibility may be required to address urgent customer needs.

- CTC : 40000-70000 PM depending upon his last CTC.

Key Responsibilities :

Customer Interaction :

- Handle inbound and outbound customer inquiries via phone, email, and other communication channels.

- Provide accurate information about pharmaceutical products, including usage, side effects, and contraindications.

- Address and resolve complex customer issues and complaints with a high level of professionalism and empathy.

Problem Resolution :

- Investigate and resolve customer complaints related to product quality, delivery issues, and other service-related concerns.

- Coordinate with internal departments (e.g., Quality Assurance, Logistics, Sales) to ensure timely resolution of customer issues.

- Document all customer interactions and resolutions in the customer relationship management (CRM) system.

Relationship Management :

- Build and maintain strong relationships with key customers, including healthcare providers, pharmacies, and other stakeholders.

- Act as a liaison between customers and the company to ensure a high level of customer satisfaction.

- Identify opportunities for improving customer service processes and suggest enhancements.

Product Knowledge :

- Stay up-to-date with the latest information about the company's pharmaceutical products, including new launches and updates.

- Educate customers on product features, benefits, and proper usage.

- Provide training and support to customers on the use of pharmaceutical products when necessary.

Reporting and Analysis :

- Prepare regular reports on customer interactions, issue resolution, and customer satisfaction metrics.

- Analyze customer feedback and identify trends or areas for improvement.

- Provide insights and recommendations to management for enhancing customer service strategies.

Qualifications :

- Bachelor's degree in a relevant field (e.g., Life Sciences, Pharmacy, Business Administration) or equivalent experience.

- Minimum of 3-5 years of customer service experience in the pharmaceutical or healthcare industry.

- Experience managing high-priority customer accounts and resolving complex issues.

Skills :

- Excellent communication and interpersonal skills.

- Strong problem-solving and analytical abilities.

- Proficiency in using CRM software and other customer service tools.

- Ability to work independently and as part of a team.

- High level of attention to detail and organizational skills.

- Understanding of regulatory requirements and guidelines in the pharmaceutical industry.

- Ability to handle sensitive and confidential information appropriately.

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