Customer Support Executive

Full-time other-general

Role: Customer Support Executive KRA: Ensure prompt and professional handling of customer queries, complaints, and service requests. Maintain the Minimum Response Time (MRT) at the lowest possible level to ensure excellent customer experience. Coordinate timely sample collection, sample pick-up, and vial delivery with field staff and logistics teams. Ensure accurate and timely completion of all report-related activities, including report dispatch, corrections, and customer communication. Follow up with clients for outstanding payments and ensure timely collections. Coordinate with the Finance team to resolve billing discrepancies and collection-related issues. Review and monitor Zero-Sample Clients and initiate follow-ups to improve client engagement. Identify lost, inactive, and de-growing clients and coordinate with the Sales/Business Development team for reactivation. Ensure all client Know Your Customer (KYC) records are complete, accurate, and compliant with Company requirements. ...