Customer Care Executive

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