Job Purpose The Customer Service Representative will be responsible for ensuring timely and professional communication with customers regarding sample receipt, testing progress, expected completion dates, report status, and other service-related queries.

The role will act as a central coordination point between customers and Microlab's internal departments, including Registration, Testing Laboratories, Sample Preparation, Quality, Accounts, and Report Generation teams.

The primary objective is to ensure that customers receive accurate and timely updates while internally following up to prevent unnecessary delays in testing and report delivery.

Key Responsibilities1. Customer Communication

- Attend incoming customer calls, emails, and other service-related enquiries promptly and professionally.
- Understand the customer's requirement and identify the relevant job, TOCR/collection number, purchase order, sample, or test request.
- Provide customers with accurate updates regarding:
- Sample receipt and registration
- Testing status
- Tests completed and tests pending
- Expected completion date
- Report preparation and release status
- Clarifications required from the customer
- Proactively communicate delays or issues instead of waiting for the customer to follow up.
- Maintain professional and courteous communication at all times.

1. Internal Coordination

- Coordinate with Registration, Sample Preparation, Mechanical, Metallurgy, Chemical, Polymer, Civil, and other testing departments to obtain current job status.
- Follow up with laboratory personnel on pending tests and committed delivery dates.
- Coordinate with the Report Generation/Review team for completed jobs awaiting report preparation or authorization.
- Escalate critical delays, technical issues, or customer complaints to the appropriate Department Head or Management.
- Coordinate internally to resolve missing information, incomplete test requests, pending customer approvals, or sample-related issues.

1. Testing Status Monitoring

- Regularly review LIMS or other internal tracking systems for open and pending jobs.
- Monitor jobs against committed turnaround time.
- Identify jobs approaching or exceeding the promised completion date.
- Follow up internally before the committed date is missed.
- Maintain a clear record of expected completion dates for customer enquiries.
- Ensure information provided to customers matches the latest available status in LIMS or confirmation received from the concerned laboratory.

1. Proactive Customer Updates

- Contact customers proactively when:
- Testing is delayed
- Additional information is required
- Samples are unsuitable or insufficient




- Testing cannot proceed as originally requested
- A revised completion date is necessary
- Testing has been completed and the report is under preparation
- Ensure that customers are not required to repeatedly call Microlab to obtain routine status updates.

1. Customer Complaint Handling

- Record customer complaints, concerns, and service issues accurately.
- Acknowledge complaints promptly and coordinate with the relevant department for resolution.
- Escalate serious complaints or repeated delays to Management and/or the Quality Department.
- Follow up until closure and communicate the resolution to the customer.
- Maintain appropriate records of complaints and corrective actions as required by the quality system.

1. Documentation and Records

- Maintain records of significant customer communications and commitments.
- Enter relevant remarks, expected completion dates, and follow-up information in LIMS/CRM or designated tracking systems.
- Ensure verbal commitments made to customers are documented where necessary.
- Maintain daily or weekly records of:
- Customer calls received
- Pending customer queries
- Jobs requiring internal follow-up
- Delayed jobs
- Customer complaints
- Escalations made

1. Coordination with Sales and Accounts

- Coordinate with the Sales/Business Development team when enquiries involve quotations, new testing requirements, or commercial discussions.
- Redirect technical questions requiring laboratory expertise to the appropriate technical personnel.
- Coordinate with Accounts regarding payment-related holds, invoice queries, or commercial clearance where applicable.
- Ensure customers are directed to the correct department without unnecessary transfers or delays.

Key Performance Indicators (KPIs) Performance may be monitored based on:

- Customer call response rate
- Percentage of customer queries resolved on the same day
- Average response time to customer enquiries
- Number of overdue customer queries
- Number of proactive customer status updates provided
- Accuracy of testing status communicated
- Number of complaints arising from lack of communication
- Customer complaint closure time
- Percentage of delayed jobs proactively communicated before the committed date
- Customer satisfaction and feedback
- Accuracy and completeness of LIMS/CRM communication records





Required Skills

- Strong verbal and written communication skills.
- Ability to communicate professionally with customers.
- Good coordination and follow-up skills.
- Ability to manage multiple customer enquiries simultaneously.
- Strong organizational and documentation skills.
- Basic understanding of laboratory testing workflows is preferred.
- Ability to understand job numbers, TOCR/collection numbers, samples, test requests, and report status.
- Comfortable working with LIMS, CRM, Excel, email, and telephone communication.
- Ability to work effectively with technical laboratory personnel.
- Good problem-solving and escalation skills.

Educational Qualification Preferred: Bachelor's degree or diploma in Science, Engineering, Business Administration, Commerce, or a related discipline.

Candidates with strong customer service and coordination experience may also be considered.

Experience

- 1–3 years of experience in customer service, customer coordination, laboratory operations, technical service, manufacturing, or a similar environment is preferred.
- Experience in a testing laboratory, inspection company, certification organization, manufacturing company, or B2B technical service environment will be an advantage.

Important Role Expectations The Customer Service Representative is expected to take ownership of a customer query until it is resolved. The role should not merely forward customer enquiries to another department. The representative must coordinate internally, obtain the required information, and ensure that the customer receives a clear response.

Any completion date communicated to a customer must be based on LIMS information or confirmation from the responsible department.

Where a delay is anticipated, the customer should be informed proactively with a revised expected completion date.

Confidentiality The employee shall maintain strict confidentiality regarding customer information, test results, samples, drawings, specifications, purchase orders, reports, pricing, and all other proprietary information handled during the course of employment.

Customer information shall only be shared with authorized personnel and handled in accordance with Microlab's confidentiality procedures and applicable quality-system requirements.

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits

- Cell phone reimbursement
- Health insurance
- Provident Fund

Ability to commute/relocate:
- Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Preferred)

Experience:
- Customer relationship management: 3 years (Required)

Work Location: In person

📌 Customer Service Representative (Chennai)
🏢 Microlab
📍 Chennai