Customer Care Associate
Company: Disability Solutions
Location: Princeton
Posted on: April 20, 2024
Job Description:
At Dr. Reddy's "Good Health Can't Wait" By joining Dr. Reddy's,
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 & InclusionAt Dr. Reddy's, we are
deeply committed to building a diverse, equitable and inclusive
workplace where everyone belongs and is valued for their
contributions to the team. We are most interested in finding the
best candidate for the role and are open to exploring candidates
with a less traditional background. Purpose:We are seeking a
dedicated and detail-oriented Customer Care Associate to join our
team. In this role, you will be responsible for providing
exceptional customer support across various brands within the Dr.
Reddy's Laboratories Inc. Self Care and Wellness portfolio. 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 hours to 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).
- Bachelor's degree in a relevant field (preferred but not
mandatory).
- Minimum Work Experience:
- At least 1-2 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 problem-solving abilities.
- Empathy and customer-centric mindset. COVID-19 Vaccination
Getting vaccinated remains the most effective way to halt the
spread of the COVID-19 pandemic, and Dr. Reddy's 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.
Keywords: Disability Solutions, Trenton , Customer Care Associate, Other , Princeton, New Jersey
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