Customer Relations Specialist

Job Description – Client Success Team MemberDepartment: Client Success

Location: Training – Madhavaram (2 months) | Work Location – T. Nagar or Porur

Reporting To: Client Success Manager

Compensation: ₹25,000 – ₹35,000 CTC per month (based on experience)

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 client handling through WhatsApp and appointment management.

Key Responsibilities

- Respond promptly and professionally to client queries on WhatsApp.

- Schedule sample pickup appointments and coordinate with logistics teams.

- 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 appointment and ensure they receive complete patient details and pickup instructions.

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

- Ensure logistics staff and lab technicians acknowledge appointments and are aligned on timing, location, and protocol requirements.

- Track the progress of each scheduled appointment and follow up with teams 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.

- Work closely with internal teams for smooth service flow.

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

Required Skills & Qualifications

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

- Strong communication and client-handling skills.

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

- Ability to multitask and manage multiple appointments.

- Basic computer and WhatsApp Business proficiency.

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

Training & Onboarding

- Initial training for 2 months at Madhavaram covering SOPs, protocols, procedures, and workflow systems.

- Post-training, the candidate will operate from T. Nagar or Porur office.

Employment Type

Full-time