Role & Responsibilities

- Act as the primary point of contact for customers and ensure a smooth, professional customer experience.
- Build and maintain strong, long-term relationships with existing customers.
- Regularly communicate with customers to understand their requirements, concerns, feedback, and expectations.
- Handle customer queries related to orders, delivery status, invoices, payments, and other service-related matters.
- Coordinate with Sales, Operations, Purchase, Warehouse, Accounts, and Delivery teams to resolve customer issues promptly.
- Track customer orders from order placement through delivery and ensure timely follow-up.
- Proactively follow up on pending orders, delayed deliveries, shortages, replacements, returns, and other open issues.
- Maintain accurate records of customer interactions, complaints, resolutions, and follow-ups.
- Identify recurring customer problems and coordinate internally to improve service quality.
- Collect customer feedback and share relevant insights with management and concerned departments.
- Monitor customer satisfaction and take proactive steps to prevent customer dissatisfaction or loss.
- Support customer retention and encourage repeat business through consistent service and relationship management.
- Prepare regular reports related to customer complaints, pending issues, order status, customer activity, and service performance.
- Ensure timely escalation of critical or unresolved customer issues to the appropriate senior team member.
- Follow company policies, SOPs, and service standards while dealing with customers.
- Assist in improving customer service processes,



communication standards, and overall customer experience.

Preferred Candidate Profile

- Graduate in any discipline.
- 2 to 6 years of experience in Customer Success, Customer Support, Client Servicing, Sales Coordination, Telecalling, or a similar role.
- Experience in pharmaceutical distribution, FMCG, healthcare, wholesale, or B2B business will be an advantage.
- Strong verbal and written communication skills.
- Good interpersonal and relationship-management skills.
- Customer-focused attitude with a solid sense of ownership and responsibility.
- Ability to handle customer complaints and difficult situations professionally.
- Good follow-up and coordination skills.
- Comfortable communicating with customers over phone calls, WhatsApp, email, and other communication channels.
- Good working knowledge of MS Excel/Google Sheets and basic computer applications.
- Ability to maintain accurate records and prepare basic reports.
- Strong organizational skills with the ability to manage multiple customers and follow-ups simultaneously.
- Should be proactive, disciplined, and comfortable working in a target- and deadline-oriented environment.
- Ability to coordinate effectively with multiple internal departments.
- Fluency in Hindi/Bengali will be preferred, depending on the customer base.
- Candidates with a problem-solving mindset and willingness to learn will be preferred.

Key Skills Customer Relationship Management | Communication | Problem Solving | Follow-up | Coordination | Complaint Handling | Order Management | MS Excel | Reporting | Customer Retention

📌 Customer Success Associate (Kolkata)
🏢 M/S Tejas Pharma
📍 Kolkata