Senior ProcessExecutive-CDM/PV

Job Summary

We are seeking a dedicated and detail-oriented Senior Process Executive for CDM/PV with 2 to 5 years of experience. The ideal candidate will have expertise in MS Excel Complaint Management in Life Sciences and Call Center Operations. This role requires strong English language skills and the ability to work in a rotational shift model from the office.

Responsibilities

• Handle and resolve customer complaints efficiently ensuring compliance with company policies and regulatory requirements.
• Utilize MS Excel to analyze data generate reports and track performance metrics.
• Collaborate with cross-functional teams to address and resolve issues related to complaint management.
• Maintain accurate and up-to-date records of all customer interactions and complaints.
• Provide exceptional customer service by addressing inquiries and resolving issues promptly.
• Monitor and evaluate call center operations to ensure high standards of service delivery.
• Implement process improvements to enhance the efficiency and effectiveness of complaint management.
• Train and mentor junior staff members on best practices and standard operating procedures.
• Ensure adherence to all regulatory and compliance requirements in the handling of complaints.
• Conduct regular audits to identify areas for improvement and implement corrective actions.
• Communicate effectively with customers providing clear and concise information.
• Participate in team meetings and contribute to the development of strategies to improve customer satisfaction.
• Stay updated with industry trends and best practices in complaint management and call center operations.

Qualifications

• Possess strong proficiency in MS Excel including data analysis and report generation.
• Demonstrate expertise in complaint management within the life sciences domain.
• Have experience in call center operations ensuring high standards of customer service.
• Exhibit excellent communication skills in English both written and verbal.
• Show ability to work effectively in a rotational shift model from the office.
• Display strong problem-solving skills and attention to detail.
• Have a proactive approach to identifying and implementing process improvements.

Certifications Required

Certification in MS Excel or related data analysis tools is preferred.