Senior Associate

Role & responsibilities

• Lead, mentor, and manage the Clinical Customer Service team.
• Oversee day-to-day customer service operations and ensure service excellence.
• Handle customer escalations by conducting effective root cause analysis (RCA) and implementing corrective and preventive actions.
• Analyze operational data and prepare performance reports and insights.
• Train, coach, and develop team members to enhance performance and productivity.
• Drive process improvement initiatives through continuous monitoring and operational observations.
• Ensure a high standard of customer experience while maintaining operational efficiency and quality.

Required Qualifications & Skills:

• DMLT/BMLT qualification. Prior customer service experience in Diagnostics or Pathology will be an added advantage.
• Strong understanding of diagnostic/pathology tests, sample types, and laboratory workflows.
• Proven experience in team handling and customer service operations.
• Strong analytical, reporting, and problem-solving skills.
• Excellent communication, interpersonal, and stakeholder management skills.