Customer Service Representative

Job Purpose

The Customer Service Representative will be responsible for ensuring timely and professional communication with customers regarding sample receipt, testing progress, expected completion dates, report status, and other service-related queries.

The role will act as a central coordination point between customers and Microlab's internal departments, including Registration, Testing Laboratories, Sample Preparation, Quality, Accounts, and Report Generation teams.

The primary objective is to ensure that customers receive accurate and timely updates while internally following up to prevent unnecessary delays in testing and report delivery.

Key Responsibilities1. Customer Communication

Attend incoming customer calls, emails, and other service-related enquiries promptly and professionally.

Understand the customer's requirement and identify the relevant job, TOCR/collection number, purchase order, sample, or test request.

Provide customers with accurate updates regarding

Sample receipt and registration

Testing status

Tests completed and tests pending

Expected completion date

Report preparation and release status

Clarifications required from the customer

Proactively communicate delays or issues instead of waiting for the customer to follow up.

Maintain professional and courteous communication at all times.

Internal Coordination

Coordinate with Registration, Sample Preparation, Mechanical, Metallurgy, Chemical, Polymer, Civil, and other testing departments to obtain current job status.

Follow up with laboratory personnel on pending tests and committed delivery dates.

Coordinate with the Report Generation/Review team for completed jobs awaiting report preparation or authorization.

Escalate critical delays, technical issues, or customer complaints to the appropriate Department Head or Management.

Coordinate internally to resolve missing information, incomplete test requests, pending customer approvals, or sample-related issues.

Testing Status Monitoring

Regularly review LIMS or other internal tracking systems for open and pending jobs.

Monitor jobs against committed turnaround time.

Identify jobs approaching or exceeding the promised completion date.

Follow up internally before the committed date is missed.

Maintain a clear record of expected completion dates for customer enquiries.

Ensure information provided to customers matches the latest available status in LIMS or confirmation received from the concerned laboratory.

Proactive Customer Updates

Contact customers proactively when

Testing is delayed

Additional information is required

Samples are unsuitable or insufficient

Testing cannot proceed as originally requested

A revised completion date is necessary

Testing has been completed and the report is under preparation

Ensure that customers are not required to repeatedly call Microlab to obtain routine status updates.

Customer Complaint Handling

Record customer complaints, concerns, and service issues accurately.

Acknowledge complaints promptly and coordinate with the relevant department for resolution.

Escalate serious complaints or repeated delays to Management and/or the Quality Department.

Follow up until closure and communicate the resolution to the customer.

Maintain appropriate records of complaints and corrective actions as required by the quality system.

Documentation and Records

Maintain records of important customer communications and commitments.

Enter relevant remarks, expected completion dates, and follow-up information in LIMS/CRM or designated tracking systems.

Ensure verbal commitments made to customers are documented where necessary.

Maintain daily or weekly records of

Customer calls received

Pending customer queries

Jobs requiring internal follow-up

Delayed jobs

Customer complaints

Escalations made

7. Coordination with Sales and Accounts

Coordinate with the Sales/Business Development team when enquiries involve quotations, new testing requirements, or commercial discussions.

Redirect technical questions requiring laboratory expertise to the appropriate technical personnel.

Coordinate with Accounts regarding payment-related holds, invoice queries, or commercial clearance where applicable.

Ensure customers are directed to the correct department without unnecessary transfers or delays.

Key Performance Indicators (KPIs)

Performance may be monitored based on

Customer call response rate

Percentage of customer queries resolved on the same day

Average response time to customer enquiries

Number of overdue customer queries

Number of proactive customer status updates provided

Accuracy of testing status communicated

Number of complaints arising from lack of communication

Customer complaint closure time

Percentage of delayed jobs proactively communicated before the committed date

Customer satisfaction and feedback

Accuracy and completeness of LIMS/CRM communication records

Required Skills

Strong verbal and written communication skills.

Ability to communicate professionally with customers.

Good coordination and follow-up skills.

Ability to manage multiple customer enquiries simultaneously.

Strong organizational and documentation skills.

Basic understanding of laboratory testing workflows is preferred.

Ability to understand job numbers, TOCR/collection numbers, samples, test requests, and report status.

Comfortable working with LIMS, CRM, Excel, email, and telephone communication.

Ability to work effectively with technical laboratory personnel.

Good problem-solving and escalation skills.

Educational Qualification

Preferred

Bachelor's degree or diploma in Science, Engineering, Business Administration, Commerce, or a related discipline.

Candidates with strong customer service and coordination experience may also be considered.

Experience

1–3 years of experience in customer service, customer coordination, laboratory operations, technical service, manufacturing, or a similar environment is preferred.

Experience in a testing laboratory, inspection company, certification o