Senior Customer Service Representative
On-siteMumbai, Maharashtra, India
Job Summary
Delivers day-to-day customer service for clinical trial logistics requests, updates, and inquiries in accordance with established procedures and quality requirements. Prepares study-related documents, site materials, and shipment records using approved templates, then coordinates with country operations, clinical teams, and external contacts to confirm service needs and communicate next steps. Resolves routine to moderately complex inquiries regarding documentation, request status, and system access while reviewing records for inaccuracies to complete corrections or escalate for resolution. Maintains complete, version-controlled records and audit notes to preserve compliance and traceability, preparing status updates and exception summaries to support issue follow-up and clean handoffs. Requires full-time on-site availability in rotational shifts from 9:00 AM to 6:00 PM and 1:00 PM to 9:00 PM, Monday through Saturday.
Required Qualifications
- High School Diploma/GED or equivalent experience
- 3+ years of experience in customer service, clinical trial support, clinical logistics coordination, or a related field
- Fluent English communication skills, both written and verbal
- Willingness to work in rotational shifts, including 9:00 AM – 6:00 PM and 1:00 PM – 9:00 PM, Monday-Saturday
- Fully on-site availability
Desired Qualifications
- Associate's degree in life sciences, clinical research, business administration, customer service, logistics, or a related field
- Certification in Good Clinical Practice, IATA Dangerous Goods Regulations, or customer service/process improvement or equivalent certification
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