Customer Support Associate

MS Clinical Research Pvt Ltd (MSCR) is a pioneering clinical research organization committed to advancing healthcare and life sciences through innovative research and collaborations. We are expanding our team and are seeking motivated individuals to help us grow our business footprint

Job Summary:

We are seeking a proactive and organized Customer Success Associate to support the management of clinical study volunteers and ensure smooth front desk and administrative operations. The ideal candidate will have strong communication skills, attention to detail, and a customer-centric approach. This role involves active interaction with volunteers, including recruitment, coordination, and engagement. Experience with CRM systems is a plus.

Key Responsibilities:

Recruit and onboard new volunteers for clinical trials as per study requirements.

Maintain and update the subject/volunteer database with accuracy and confidentiality.

Interact with volunteers throughout the study cycle to ensure a positive experience.

Handle phone calls, emails, and queries related to clinical tests.

Coordinate with internal teams to manage appointment schedules and study timelines.

Ensure proper documentation, data entry, and record-keeping for all volunteers.

Manage front desk operations, including visitor handling and basic administrative tasks.

Assist in preparing reports and maintain the confidentiality of volunteer data.

Operate, handle, and maintain instruments as per SOPs and user manuals.

Document instrument usage and ensure timely calibration with appropriate records.

Support floor coordination for ongoing study activities.

Schedule volunteer visits and follow up to ensure compliance and attendance.

Promptly report any anomalies or concerns to the line manager and follow up until resolution or escalation.

Key Requirements:

Bachelor’s degree or equivalent experience in administration, life sciences, or front office roles.

Strong proficiency in MS Office (Excel, Word, Outlook, PowerPoint) and general computer skills.

Excellent communication, interpersonal, and coordination skills.

Highly organized, detail-oriented, and proactive in task management.

Experience in volunteer recruitment or public-facing roles is an advantage.

Experience in CRM platforms (such as Monday.com, Zoho, or similar) is a plus.

Ability to handle multiple tasks efficiently in a fast-paced environment.