Jobs (Vacancy) In Parexel As A Manager Customer Care Center (Technical Support)

Experience: 5 - 7 Years

Location: Hyderabad / Secunderabad

Education: UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization

Industry Type: Pharma/ Biotech/Clinical Research

Functional Area: ITES/BPO/KPO, Customer Service, Ops.

Posted Date: 10 Jun


Job Description

Essential Function

The primary role of the Customer Care Center Manager is to ensure the organization's Customer Support objectives, including customer expectations, are met. This specifically includes ensuring that customer contractual commitments and expectations are achieved. Initial duties include building from the ground up the Customer Care Center in Hyderabad. Thereafter the focus is on delivering quality customer and technical support, team building, mentoring, organizing and improving the efficiencies of the Customer Care Center teams. The Customer Care Center supports both internal and external Perceptive and PAREXEL clientele.

Key Accountabilities

'Responsible for the delivery and reporting of Customer Care Center services and performance, including building from the ground up the Perceptive Informatics Customer Care Center in Hyderabad, India

'Manage staff, including recruiting, interviewing, hiring, scheduling, training, evaluating, promoting, training, and terminating staff.

'Coordinate the installation and maintenance of technology, including PC hardware and software, an Automated Call Distribution (ACD), and an issue tracking system.

'Assess incoming and existing project requirements supported by the Customer Care Center and provide overall project leadership.

'Be accountable for consistent and healthy service response times (average answer time, monitoring, problem identificationresolution, and escalation).

'Ensure compliance with Perceptive SOPs, GCP and other relevant regulations (21 CFR Part 11).

'Assess and recommend new technologies/modifications to systems and operational procedures for use within the group.

'Provide status reports of all activities, plans, and problems to management.

'Provide consistent feedback to colleagues and management on product/project improvements supporting customer retention and improved satisfaction.

'Provide status reports of all service requests, with an analysis of trending and recommendations/feedback to management on improvements and prevention.

'Forecast call load and staffing requirements.

'Actively participate in regulatory, sales and marketing services as requested, including audits.

'Assist in the preparation of client proposals as requested.

'Form liaisons and establish Service Level Agreements (SLA's) with customers (internal and project related).

'Ensure that support is provided in accordance with internal and external SLA's.

'Create, enforce and maintain Customer Care Center SOPs and internal policies.

'Maintain good customer relationships and satisfaction.

'Perform other related duties incidental to the work described herein.

'Travel to alternate work locations as required.

Contact Details

Company Name: Parexel

Executive Name: Mr. Shiv Kumar


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