Customer Success Associate

• ob Title: Customer Service AssociateLocation: Delhi
• Department: Customer Experience / Service Operations
• Salary: ₹35,000 - ₹40,000 / month + Incentives
• Schedule: May require Sunday working (Monday weekly off)

Job SummaryWe are looking for a service-oriented Customer Service Associate to manage the end-to-end replacement process and logistics for faulty medical products (sensors). This role involves coordination with healthcare professionals (HCPs), hospitals, and internal sales teams to ensure timely, compliant, and error-free resolution.

• Key ResponsibilitiesReplacement Management: Handle the entire process of collecting faulty sensors and managing replacements for hospital and clinic accounts.
• Coordination & Logistics: Validate requests with the ADC sales team, collect defective products, and manage courier dispatches.
• Documentation: Accurate and timely submission of Manual Complaint Forms (MCF) within 2 days of awareness.
• Escalations: Identify and escalate critical product issues (Potential Reportable Events) and support high-priority customer service complaints.
• Key Performance Indicators (KPIs)100% on-time collection of faulty sensors and MCF submission.
• Zero errors or deviations in documentation and compliance processes.
• Qualifications & SkillsEducation: Diploma or Bachelor’s degree.
• Experience: 3–5 years in customer service, healthcare logistics, or pharmaceutical sales.
• Skills: Strong coordination and communication skills, high service orientation, and flexibility to travel within Delhi.