Customer Service Representative

CSafe is seeking a Customer Service Representative to join its world-class global Customer Service team. This position will support customers across the Asia Pacific region and follows a hybrid work model, combining work-from-home flexibility with office-based work at our Panvel, Maharashtra location. The standard work schedule is Monday through Saturday, 7:00 AM to 4:00 PM IST.

In this role, you will support the commercial team by providing product quotations, communicating manufacturing lead times, coordinating and processing customer orders, and managing external logistics requirements. The successful candidate will report directly to the Customer Service Supervisor or Customer Service Manager.

CSafe offers the most comprehensive suite of thermal shipping solutions for pharmaceutical cold chain shipping needs around the world to ensure patients receive the medicines and treatments they need. In addition to key acquisitions, CSafe has operations in more than 70 locations worldwide to ensure product availability and continue to fulfil our founders' mission to provide patients around the world with access to viable, life-enhancing pharmaceuticals. With a 'client-first' focus, deep industry expertise and commitment to innovation, CSafe continues to deliver industry-leading products provides an end-to-end portfolio including active and passive bulk air cargo, parcel, cell and gene and specialty last-mile use cases. Our team operates with curiosity, humility, accountability, and entrepreneurial spirit to deliver on our vision and mission.

Come join our growing industry and build your career with us!

Responsibilities

Processing purchase orders and leases, across CSafe's full product and service range.

Answering any incoming customer inquiries, using your in-depth knowledge of products, and utilizing all relative internal channels.

Liaising with all relevant internal departments regarding the management of inquiries, orders, and lease requests through to completion – providing a true end-to-end customer experience.

Take responsibility for the full resolution of assigned complaints and incidents – ensuring all relevant internal departments are engaged.

Ensuring personal performance meets or exceeds the published Key Performance Indicator (K.P.I) targets.

Completing trainings to ensure skills are in line with the job role requirements.

Work with customer service manager to ensure a world class customer service is being delivered, and overall customer satisfaction is achieved.

Acknowledge and resolve customer complaints. Escalate to Customer Service Manager if necessary.

Perform other duties that are assigned by management to provide a seamless customer experience.

Qualifications

Excellent communicator verbal and written in English.

Proficient IT skills for system management and Office 365 based applications. Experience in using Zendesk / Kustomer is a plus.

Excellent Time-Management Skills - Ability to consistently reprioritize workload as needed while meeting deadlines.

Strong prioritization skills.

Organizational skills: able to balance multiple priorities.

Ability to maintain a professional demeanour and excellent working relationships with internal and external customers in a fast-paced environment.

Strong team player.

Strong interpersonal skills.

Must possess analytical thinking and reasoning skills.

Must be thorough and exercise attention to detail.

Must be able to set and maintain schedules.

Bachelor's degree in any stream.

Minimum 3 years of customer service experience preferably in a leasing / technical company.

Work Schedule:

Monday to Saturday 07:00 am to 04:00 pm

Weekly off is on Sunday only.

The job requires working from Home and from office in Panvel, Navi Mumbai, Maharashtra.

Why Join Us:

We offer an exciting and collaborative work environment with opportunities for growth and development. Here's what we provide:

Competitive salary and benefits.

Paid Time OFF (PTO) starting at 24 days & Paid Holidays

All statutory compliances as mandated by the Government of India and the Maharashtra State Government.

Employee Assistance Program

Travel Assistance Program

Tuition Reimbursement

Referral Program

Gym Membership Reimbursement

Cashless Mediclaim Facility

Term Life Insurance.

Ongoing training and professional development.

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.

Skills Required
zendesk, Office 365