Jobs

Customer Care Personnel

    Job Summary:

The Customer Care Personnel serves as the primary point of contact between the laboratory and clients. This role ensures efficient handling of sample reception, documentation, communication, and coordination between clients and laboratory departments. The position requires strong organizational skills, attention to detail, and professional communication, as well as basic knowledge of laboratory processes.

 Key Responsibilities:

1. Client Interaction & Communication
Receive client inquiries through phone, email, or in person and provide accurate information regarding laboratory services, test parameters, and turnaround times.
Maintain courteous and professional communication with clients throughout the testing process.
Notify clients of sample receipt, testing progress, and completion of results.
Handle client feedback, complaints, and follow up for resolution in coordination with the Quality Manager.

2. Sample Reception & Documentation
Receive and register incoming samples in the manual logbook.
Verify sample labeling, integrity, and accompanying documents (test request form, chain of custody, etc.).
Assign sample identification numbers and ensure traceability at all stages.
Store samples appropriately before transfer to the respective testing sections.

3. Sample Transfer to Laboratory
Coordinate with relevant laboratory sections (chemical, microbiological, physical, etc.) for timely transfer of samples.
Maintain records of sample movement and ensure proper chain of custody.
Ensure that urgent or priority samples are handled according to established protocols.

4. Administrative & Commercial Support
Prepare and issue quotations to clients for testing services as per the approved price list or after consultation with the Laboratory Manager.
Maintain a record of quotations issued and follow up on approvals or payments.
Assist in generating invoices and coordinating with accounts for payment follow-ups.
Keep client contact information and service history updated in the customer database.

5. Reporting & Record Keeping
Track the status of samples and test results to ensure timely reporting.
Maintain daily sample reception logs, test requests, and dispatch registers.
Assist in preparing monthly reports on sample inflow, quotations, and client satisfaction metrics.

6. Quality & Compliance Support
Ensure compliance with laboratory quality management system (e.g., ISO/IEC 17025) requirements related to sample handling and client communication.
Participate in internal audits, customer satisfaction surveys, and continuous improvement activities.
Maintain confidentiality of all client and test information.

Qualifications & Experience:
Diploma or Bachelor’s degree in Biochemistry, Business Administration, or a related field.
Minimum of 1–3 years of experience in a laboratory, customer service, or administrative role (preferably in a testing or analytical laboratory).
Basic understanding of laboratory workflows and test types (chemical, microbiological, physical testing, etc.) is an advantage.

Key Skills & Attributes:
Excellent verbal and written communication skills.
Strong organizational and multitasking ability.

Proficiency in MS Office
Customer-oriented attitude with a high degree of professionalism.
Accuracy, attention to detail, and data integrity awareness.
Ability to work under pressure and meet deadlines.