Customer Support Advisor
Biosorin (Private) Limited, Pakistan

About Us

BioSorin is a Pakistan based company, actively involved in marketing of Clinical Diagnostics, In Vitro Fertilization, Life Sciences instruments and consumables of highest repute. BioSorin is one of the top market leaders in Pakistan, dedicated to provide customers with not only a wide range of quality products in clinical diagnostics, In Vitro Fertilization and life science research but also with quality assurance services nationwide.

Job Purpose:

A Customer Support Advisor usually performs many of the following tasks: Handling enquiries, Leads generating, making price quotations, Making Tenders, receiving purchase orders, Order processing, answering incoming calls, offering customers products and services, handling after sales complaints, problems and providing customers solutions, performing administrative functions, Updating customer accounts, Processing customer correspondence.

Key Duties of the Job Description include:

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Generate sales leads, Browsing customers websites and generate sales leads
• Making price quotations, tenders, offers, agreements, necessary documents
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customer
• Resolve customer complaints via phone, email, mail or social media
• Use telephones to reach out to customers and verify account information
• Assist with placement of orders, refunds, or exchanges
• Take payment information and other pertinent information such as addresses and phone numbers
• Place or cancel orders
• Answer questions about warranties or terms of sale
• Suggest solutions when a product malfunction
• Handle product recalls
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions
• Work with customer service manager to ensure proper customer service is being delivered
• Compile reports on overall customer satisfaction
• Handle changes in policies or renewals
• Resolve customer complaints via phone, email, mail or social media

Work Remotely: No

COVID-19 Precaution(s)

• Personal protective equipment provided or required
• Social distancing guidelines in place
• Sanitizing, disinfecting, or cleaning procedures in place

Key skills and Requirements:

• • IT skills (Word, Excel, PowerPoint, Outlook, E-mail drafting etc.)
  • Proven customer support experience
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiar with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • Product Knowledge
  • Market Knowledge
  • Documentation Skills
  • Multitask
  • People Oriented

Job Rewards and Benefits