Customer Care Representative

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, part of Thermo Fisher Scientific partners with the pharmaceutical industry to gather and organize 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 Customer Care Representative 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 Technology for hybrid working and great onsite facilities What you'll be doing Receive phone calls or other communications from clients requesting assistance. Evaluate the situation and provide accurate resolution to the issue. Document every customer interaction in a detailed and structured manner Maintain and update our internal knowledge base and other sources Handle re-supply and report requests in a timely and efficient manner Assist clients with any technical problems with our equipment Troubleshoot transmission or other equipment usage problems Provide recommendations for service set-up, usage and troubleshooting What we're looking for Availability to work full time and shifts (rotations to occur every four weeks and are expected to include morning, evening, weekends, and/or holidays as assigned, premium pay will be provided to accommodate the rotating shift) Must have excellent written and spoken English language skills. Good capacity for teamwork Ability to work independently and demonstrate initiative in resolving issues Patience and Customer Service skills in difficult situations and the ability to defuse potentially stressful situations for Clario clients Effective written and verbal communication skills; able to speak well and represent Clario in a professional manner Working knowledge of MS Office tools SQL experience, handling SQL queries and modification is ideal 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.