Customer Care Associate - Princeton, United States - Dr. Reddy's Laboratories, Inc.

Dr. Reddy's Laboratories, Inc.
Dr. Reddy's Laboratories, Inc.
Verified Company
Princeton, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Description

At Dr. Reddy's "Good Health Can't Wait"
By joining Dr.

Reddys, you will contribute to making the breakthroughs of tomorrow a reality today From making medicines more affordable to discovering innovative treatment options to satisfy unmet medical needs, we are dedicated to helping people lead longer and healthier lives.

We are seeking dynamic and energetic individuals ready to inspire, ready to make a difference for_their_community and_every_community.


Diversity, Equity & Inclusion

Purpose:

We are seeking a dedicated and detail-oriented
Customer Care Associateto join our team. In this role, you will be responsible for providing exceptional customer support across various brands within the
Dr. Reddys Laboratories Inc. Self Care and Wellnessportfolio.


Your primary tasks will include:
-
Zendesk Ticket Management:


  • Efficiently handle customer inquiries, complaints, and requests via Zendesk, ensuring timely responses and resolutions.
-
Zendesk Macros and Categorization:

  • Understand and utilize Zendesk macros to streamline responses and improve efficiency.
  • Assign the correct request and resolution categories to ensure accurate tracking and reporting.
-
Shopify and Recharge Familiarity:

  • Understand the Shopify and Recharge platforms to manage orders and subscriptions effectively.
  • Edit, cancel, reship, and refund orders and subscriptions through Shopify and Recharge.
-
Customer Satisfaction (CSAT):


  • Strive for a minimum CSAT score of
    90%by delivering exceptional service and resolving customer issues effectively.
-
Average Response Time:


  • Aim to respond to customer inquiries within
    24 hoursto ensure timely assistance.
-
Brand Expertise:


  • Familiarize yourself with the unique features, products, and policies of each brand to provide accurate information to customers.
-
Multi-Brand Support:


  • Juggle multiple brands seamlessly, maintaining consistent service quality across all interactions.
-
Collaboration with Operations Team:

  • Work closely with the operations team to communicate fraud alerts, address checks, and fulfillment issues promptly.

- **Brand-Specific Queries**:
  • Coordinate with the brand team to answer product
  • specific questions and provide accurate information.
-
Medical Information Escalation:


  • Collaborate with the MedInfo team to escalate Adverse Event (AE), Serious Adverse Event (SAE), and Quality issue tickets.
-
Microsoft Suite Proficiency:


  • Utilize Microsoft Teams and other tools within the suite for effective communication and collaboration.
-
Flexible Working Hours (Full-Time):

  • Work 40 hours per week from Monday to Friday.
  • Overtime beyond regular hours must be approved in advance.

Qualifications:

-
Educational Qualifications:


  • High School diploma or GED (required).
  • Bachelors degree in a relevant field (preferred but not mandatory).
-
Minimum Work Experience:


  • At least 12 years of experience in customer support or related roles.
-
Technical Skills:


  • Proficiency in Zendesk or similar customer support platforms.
  • Familiarity with Shopify and Recharge for order and subscription management.
  • Microsoft Office Suite knowledge (Word, Excel, PowerPoint, etc.).
  • Ability to use Microsoft Teams for collaboration.
-
Behavioral Skills:


  • Excellent written and verbal communication skills.
  • Strong problemsolving abilities.
  • Empathy and customercentric mindset.

COVID-19 Vaccination
Getting vaccinated remains the most effective way to halt the spread of the COVID-19 pandemic, and Dr. Reddys encourages all employees to be vaccinated. At this time, vaccinations are not mandated for Princeton-based employees but may become required in the future.


_Equal Opportunity Employer:

_:

  • An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability._
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