JOperational Support Framework1. Customer Inquiry Management

- Channels: Monitor and respond to incoming queries via phone, email, and live chat.
- Scope: Address questions concerning product specifications, service availability, pricing structures, and general company policies.
- SLA Targets:
- Live Chat/Phone: Immediate response or within 2 minutes.
- Email: Initial acknowledgment within 1 hour; comprehensive resolution within 24 hours.

2. Technical Support & Troubleshooting

- Biomedical Equipment: Act as the first line of technical assistance for medical devices, diagnostic tools, and laboratory apparatus.
- Troubleshooting Protocol:
- Diagnose reported symptoms through guided remote questioning.
- Consult internal technical documentation and knowledge bases.
- Escalate complex or hardware-level failures directly to the specialized technical team with detailed diagnostic notes.

3. Record Keeping & Documentation

- CRM Logging: Accurately document all customer touchpoints, including inbound calls, emails, chats, formal complaints, and final resolutions in the central CRM database.
- Data Integrity: Ensure timestamps, product serial numbers, and customer details are updated in real-time to maintain a complete audit trail.

4. Quality Assurance & Follow-Up

- Resolution Verification: Conduct structured follow-ups with customers via phone or email within 24 to 48 hours after a ticket is closed to ensure complete satisfaction.
- Escalation Loop: Reopen tickets immediately if the customer reports lingering issues or partial fixes.

5. Complaint Equipment Processing





- Logistics Coordination: Coordinate with the logistics team to track incoming defective or complaint equipment from client facilities.
- Intake & Inspection: Inspect physical shipments, verify serial numbers against return merchandise authorizations (RMAs), and route equipment securely to the repair or technical assessment department.

6. Cross-Functional Collaboration

- Sales Team: Share customer purchase signals, upgrade inquiries, and contract renewal dates to support pipeline growth.
- Technical Team: Streamline handoffs for device repairs and provide continuous feedback on product performance in the field.
- Logistics Team: Align on shipment tracking, part replacements, and equipment returns to minimize client downtime.

7. Management Feedback & Continuous Improvement

- Reporting: Compile weekly/monthly summaries highlighting recurring product failures, software bugs, or logistical bottlenecks.
- Insights: Deliver actionable customer suggestions directly to management to drive product enhancement and policy refinement.

Note :- "Candidates must have experience in the healthcare industry."
Note :- B.Sc candidates can also apply

Job Type: Full-time

Pay: ₹20,000.00 - ₹40,000.00 per month

Advantages:

- Cell phone reimbursement
- Health insurance
- Paid sick time
- Provident Fund

Education:

- Bachelor's (Preferred)

Experience:

- Healthcare Industry: 1 year (Preferred)
- MS Office: 1 year (Preferred)

Language:

- English (Preferred)

Work Location: In person

📌 Customer Care Executive (Operations) (Gurugram)
🏢 iSENS Biosensors India
📍 Gurugram