Customer Relations Specialist

Job Description – Client Success Team Member

Department: Client Success

Location: T. Nagar (after training)

Training Location: Madhavaram (1 months)

Reporting To: Client Success Manager

Compensation: ₹30,000 – ₹35,000 CTC per month (based on experience)

Work Shifts:

- Shift 1: 08:00 AM to 05:00 PM

- Shift 2: 10:00 AM to 07:00 PM

About the Role

Seragen Biotherapeutics is seeking a proactive and customer-focused Client Success Team Member to support our clients through effective communication and seamless coordination of diagnostic and biotherapeutic services. The role primarily involves WhatsApp-based communication, appointment handling, and coordination with internal teams.

Key Responsibilities

- Respond promptly and professionally to client queries on WhatsApp.

- Schedule sample pickup appointments and coordinate with the logistics team.

- Book procedure appointments based on client/case requirements.

- Share protocols, instructions, and relevant documents with clients on request.

- Assign the appropriate logistics team member for each sample pickup and ensure they receive complete details.

- Coordinate with the designated lab technician/procedure team for procedure appointments.

- Ensure logistics staff and technicians acknowledge appointments and align on timing, location, and protocol requirements.

- Track appointment progress and follow up to ensure timely completion.

- Maintain accurate logs of client communication and appointment details.

- Ensure high-quality client experience through clear communication and timely follow-up.

- Collaborate with internal teams for smooth operational workflow.

- Escalate special cases or concerns to the Client Success Manager when needed.

Required Skills & Qualifications

- Proficiency in Tamil, English, and Hindi (additional languages are an advantage).

- Candidates from the medical industry preferred, especially those with pathology lab experience.

- Strong communication and client-handling skills.

- Prior experience in customer service/client success (healthcare or diagnostics preferred).

- Ability to multitask and manage multiple appointments efficiently.

- Basic computer and WhatsApp Business proficiency.

- Positive attitude, empathy, and strong problem-solving ability.

Training & Onboarding

- Initial training for 1 months at Madhavaram covering SOPs, protocols, procedures, and workflow systems.

- Post-training, the candidate will be positioned at the T. Nagar office.

Employment Type

Full-time