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, Levittown , Customer Care Associate, Other , Princeton, Pennsylvania