- Supervise and coordinate the daily activities specifically the inbound customer calls and emails relatively to the Abbott products offered in India.
• Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned as per procedures.
• Troubleshoot the customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to resolve with regards to the Abbott products in India.
• Documenting complaints and inquiries using the appropriate guidelines and procedures to ensure accuracy of the records.
• Communication of complaint investigation conclusions to customers through written reports and phone conversations.
• Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company.
• Develop and maintain areas of expertise in product specialties required for role, sharing and expanding knowledge within the Technical Support Team.
• Coordinate with the management if there are new guidelines or requirements by the Republic of India concerning to the product being handled for and in behalf of Abbott.