customer support

Roles and Responsibilities :

• Manage customer escalations in a timely and professional manner to resolve issues promptly.
• Investigate complex customer complaints, identify root causes, and implement corrective actions to prevent recurrence.
• Collaborate with internal teams to resolve technical issues related to product quality, manufacturing defects, or supply chain disruptions.
• Analyze data from various sources (e.g., CRM systems) to identify trends and areas for improvement in the escalation process.

Job Requirements :

• 4-6 years of experience in managing customer escalations or similar roles within the pharmaceutical industry.
• Strong understanding of regulatory requirements governing drug development and manufacturing processes.
• Excellent communication skills with ability to effectively communicate technical information to non-technical stakeholders.
• Proven track record of resolving high-profile customer complaints through negotiation or litigation.