Helpdesk Supervisor, Customer Care

Location
Bengaluru, Karnataka
 
Full job description
Are you a problem solver? Do you like figuring out how things work and talking with others to share your knowledge? Would you like to work in an international team?
Clario partners with the pharmaceutical industry to gather and organise clinical trial data, leading to quicker, more reliable trial outcomes. Our contribution to improving patients' lives motivates us every day!
Join our Bangalore team as a Helpdesk Supervisor to provide world class customer service over the phone in support of clinical trials deployed at hundreds of clinical sites worldwide.
You will be part of a growing team in Bangalore, working directly with our clients and Clario colleagues across the globe - helping to bring new drugs to market, more quickly and more safely. See the impact you could have.
What we offer:
Competitive compensation + shift allowances
Attractive benefits (security, flexibility, support and well-being)
Engaging employee programs
What you'll be doing:
The Helpdesk Supervisor coordinates and supervises the daily activities of Helpdesk staff, sets priorities for the team to ensure task completion; coordinates work activities with other supervisors. Responsible for establishing, maintaining and enhancing customer business through effective implementation and/or support of the company products and services.
Manage the professional response to customer support requests in an accurate and timely manner, with input from the Manager, Customer Care. Determine appropriate action to ensure customer satisfaction while protecting the Customer Care division's financial responsibility. Ensure that all customer contacts are fully documented into the call management system and the required databases.
Manage the team to assist Customer Care Specialists/Representatives by identifying problem areas within product lines as they occur. Manage the collection and documentation of data necessary for problem areas to be researched appropriately.
Responsible for assisting the QC analyst with any recommendations that are needed to be implemented within their team.
Accurate, regular and timely reporting to the Manager, Customer Care.
Define standard procedures according to the company standards.
Manage, motivate and evaluate team to meet expected standards and procedures.
Set, work on and reach Success Factor Goals related to future planning for the group as agreed upon with the Manager, Customer Care.
Provide leadership through the coaching and supporting of team members
Provide consistent, ongoing feedback to maintain and improve the team’s performance.
Responsible for one-on-one meetings to be held at a minimum of once a year that should take place prior to the year-end Success Factors process, including writing the Success Factor Year End Review for their team.
Use communication skills as a tool to build excellent relationships with customers and colleagues and use cross-departmental communication to improve synergy effects, discuss and resolve issues.
Act as a back-up performing Customer Care Representative/Specialist tasks as needed (anticipated at up to 30% of the time)
Sets high standards of performance for oneself’ actively applies feedback received to daily work and strives to improve performance and regularly displays a positive attitude
Take a broad view of the business by supporting initiatives in other departments as well as supporting new product lines.
Provides reports upon request to the Manager, Customer Care as it pertains to the daily operating function of the Customer Care Department.
Responsible for any special projects that may be assigned as needed by the Manager, Customer Care. The supervisor will provide updates to the status of the assignment, about differences in given deadlines, the measures taken and generally about all business-related aspects.
What we're looking for:
Degree educated in electronics, information technology, engineering or similar
Fluent in spoken and written English.
Prior experience of managing a customer care or helpdesk team
Experience providing support and service of technical or medical equipment
Strong team work experience
Demonstrates flexibility in daily work; available for off hours support during the course of the work week; required to be on-call during a rotating schedule for the weekends.
Demonstration of self-composure in all customer relations, strong persuasion skills with customers
Ability to work independently and effectively in given areas of responsibility
Able to develop efficient problem solutions, business management techniques.
Strong working knowledge of safety/security protocols, company policies, quality, ERP, CRM, office package and assigned products.
At Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives. We value the contribution each of our people brings. It’s only through our people that we can continue to innovate technology that will shape the future of clinical trials.