Customer Service Supervisor - Life Science Call Center

About the role

Genpact is hiring a Customer Service Supervisor for its Life Science call center. You will deliver customer care that meets or exceeds internal sales support and external customer expectations, through training and coaching of staff, improving processes and acting as the first line of escalation for product and service complaints.

Key responsibilities

• Manage a team of Customer Care Specialists in the day-to-day activities of the call center so that business needs and SLAs are met.
• Evaluate phone, email and chat conversations and coach staff to improve outcomes.
• Investigate and resolve product and service complaints, coordinating resolutions that protect customer satisfaction.
• Create requests in the appropriate applications and databases to support customers.
• Make data-driven recommendations to improve the customer experience and handle promotional sales campaigns and product launches.
• Handle product complaints in line with FDA, ISO, cMDR and other medical device regulations, and HIPAA regulations.
• Maintain up-to-date knowledge of company services and products through training, coaching and feedback sessions, and support other team members as needed.

Required profile

• High school diploma or GED.
• At least 3 years of business-related experience in a customer contact or call center.
• Willingness to work shifts from 7:00am to 7:00pm EST/EDT, including overtime when required, and to work remotely if required.

Required skills

• Proficiency in Microsoft Office applications.
• Proficiency with contact center software and phone systems.
• Excellent customer service skills, multitasking and organizational skills with attention to detail.
• Preferred: 1+ year of experience with one or more ERP systems.