Job Description

KEY RESPONSIBILITES

Handle inbound and outbound customer calls, emails, and messages related to pharmaceutical products and services. Assist customers with order placement, order tracking, delivery status, and returns. Address customer complaints, queries, and feedback professionally and resolve issues within defined timelines. Coordinate with internal teams such as pharma, logistics, sales, and accounts to ensure smooth order fulfillment. Maintain accurate records of customer interactions, orders, and complaints in the CRM/system. Provide correct information related to medicines, availability, pricing, and usage as per company guidelines (non-clinical). Escalate critical issues, adverse reactions, or unresolved complaints to the concerned department promptly. Ensure compliance with pharmaceutical regulations, company policies, and data privacy norms. Follow SOPs and quality standards while interacting with customers. Support retention initiatives by ensuring positive customer experience.

Required Skills & Competencies

Excellent verbal and written communication skills. Strong customer-handling and problem-solving skills. Basic knowledge of pharmaceutical products and terminology is preferred. Ability to handle high call volumes and multitask efficiently. Proficiency in MS Office and CRM software. Patience, empathy, and a professional attitude.
Educational Qualification

Graduate in any discipline (B.Pharm / Life Sciences preferred).
Experience

0-1 years of experience in customer care, preferably in the pharmaceutical, healthcare, or pharmacy sector. Freshers with relevant pharma knowledge may also be considered.
Key Performance Indicators (KPIs)

Customer satisfaction score First call resolution rate Average handling time Complaint resolution turnaround time
Job Type: Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

Cell phone reimbursement Health insurance Paid sick time Paid time off
Education:

Bachelor's (Preferred)
Work Location: In person