customer experience associate

Lola

<div>
 <p>
  <strong>
   Job Summary
  </strong>
 </p>
 <p>
  As a Customer Experience (CX) Associate at Lola, you will be the voice of the brand and a key driver of customer satisfaction across our digital cake customization platform. Your role is to ensure a smooth, delightful, and consistent experience for customers from order creation to delivery. You will actively support customers, resolve concerns, and collaborate with internal teams and bakery branches across the GCC in a fast-paced, expanding environment.
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 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Deliver exceptional end-to-end customer experience across the Lola app, phone, live chat, and WhatsApp
  </li>
  <li>
   Guide customers through cake customization options, order placement, changes, and special requests
  </li>
  <li>
   Proactively manage customer expectations regarding preparation timelines, delivery schedules, and product availability
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   Resolve customer issues related to orders, payments, delivery, or app functionality with empathy and efficiency
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   Coordinate closely with bakery branches and operations teams across Bahrain, KSA, UAE, and Qatar to ensure order accuracy and timely fulfillment
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   Monitor live orders and take full ownership of customer issues until resolution
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   Capture customer feedback and identify recurring issues or experience gaps
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   Escalate urgent or complex cases when needed while maintaining clear and reassuring communication with customers
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   Maintain accurate documentation of customer interactions, actions taken, and resolutions
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  <li>
   Support new market launches, process updates, and service enhancements during periods of rapid expansion
  </li>
  <li>
   Act as a brand ambassador by consistently reflecting Lola&rsquo;s tone of voice, quality standards, and customer-first mindset
  </li>
 </ul>
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 </p>
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 <p>
  <strong>
   Skills and Qualifications
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 <ul>
  <li>
   Strong communication skills with a warm, empathetic, and solution-oriented approach
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  <li>
   Ability to multitask, prioritize, and stay organized in a fast-moving environment
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  <li>
   Strong problem-solving and decision-making abilities
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  <li>
   Fluency in Arabic and English (spoken and written)
  </li>
 </ul>
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  <strong>
   Preferred Experience
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 <ul>
  <li>
   Previous experience in customer experience, customer support, e-commerce, food delivery, or app-based platforms
  </li>
  <li>
   Strong understanding of customer expectations in the GCC region
  </li>
  <li>
   Experience working in a startup or high-growth environment
  </li>
 </ul>
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 </p>
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  <strong>
   Employment Type
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  <strong>
   Full-time
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 </p>
 <p>
  <strong>
   Why Join Lola?
  </strong>
 </p>
 <ul>
  <li>
   Be part of a customer-obsessed brand redefining cake customization in the GCC
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  <li>
   Work in a dynamic, fast-paced, and collaborative environment
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  <li>
   Opportunity to grow with a rapidly expanding startup across multiple markets
  </li>
 </ul>
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 </p>
</div>


Customer Experience (CX Associate)

Easygenerator

An innovative EdTech company in Dubai is looking for a Customer Success Associate to support customers and maximize product utilization. You will engage with clients, deliver training, and improve onboarding processes. Ideal candidates should possess excellent English skills and a degree. The role offers a hybrid work model, allowing 3 days in the office and 2 remote, fostering an international team environment.

Customer Success Associate: Onboarding & AI-Driven Support

GMR Hyderabad International Airport Ltd

<div>
 <strong>
  Job Purpose
  <br/>
  <br/>
 </strong>
 The position is crucial for ensuring the integrity and effectiveness of the Feedback Management System, which is vital for maintaining high customer satisfaction. By managing customer issues throughout their lifecycle, maintaining accurate correspondence data, and understanding customer needs, this role directly contributes to enhancing the overall customer experience. Additionally, the position involves executing surveys to capture the Voice of the Customer, developing problem-solving methodologies, and driving process improvements. Collaboration with stakeholders and adherence to ISO standards ensures a customer-focused approach that aligns with the organization's mission to create lifetime customers and deliver consistent, high-quality service.
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 <strong>
  ORGANISATION CHART
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 Head - Passenger Experience / CPEO --&gt; Associate Manager- Passenger Experience
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 <strong>
  Key Accountabilities
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 </strong>
 Responsibilities Key Performance Indicators (KPIs)
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 <ul>
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   To keep track of All departmental MIS and update it on periodic basis/as and when required
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  <li>
   MIS up to date
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   <br/>
  </li>
 </ul>
 <strong>
  Aesthetics &amp; Branding Standardization
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  <br/>
 </strong>
 <ul>
  <li>
   Undertake daily/scheduled audits and support Manager-Pax EX in collation of findings
  </li>
  <li>
   Update observation status in the tracker periodically.
  </li>
  <li>
   Daily/scheduled walkthrough Reports
  </li>
  <li>
   Audit Trackers
   <br/>
   <br/>
  </li>
 </ul>
 Event &amp; D&eacute;cor Management
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 <strong>
  Support Head- Pax Experience In Below
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 </strong>
 <ul>
  <li>
   Ensure smooth execution of planned passenger experience events and airport decor as per the annual event calendar.
  </li>
  <li>
   Coordinate with Corporate Communication/ BD-Non Aero Team for Events and D&eacute;cor Management for passenger engagement
  </li>
  <li>
   Ensure on ground coordination with various stakeholders for d&eacute;cor and events for material movement, tool permit, safety clearances, work permits etc.
  </li>
  <li>
   Ensure the safety norms adherence while execution of events and decors
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  <li>
   Build a database for event management companies and ensure the highest quality of execution in close coordination with the vendor for Brand enhancement and passenger appreciations.
  </li>
  <li>
   Ensure smooth execution of planned passenger experience events and
  </li>
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   Adherence to the event Calendar
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   Seamless Execution of events
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  </li>
 </ul>
 <strong>
  Passenger Journey Mapping And Experience Enhancement
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 <ul>
  <li>
   Observe gaps in current service delivery mechanism, review passenger requirements based on VOC (voice of Passengers), compare VOC vs VOB (Voice of Business) and infrastructure requirements to meet passenger expectations.
  </li>
  <li>
   Must have Balance of Technology and Human Touch points.
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   <br/>
  </li>
 </ul>
 Interact with Passengers during the full life cycle of the passenger Experience journey to ensure a positive Passenger experience.
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 <ul>
  <li>
   Journey Mapping Tracker
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  </li>
 </ul>
 <strong>
  Admin/ Misc Responsibilities
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 </strong>
 <ul>
  <li>
   Prepare and Circulate MOM of all cross departmental meetings like Passenger Ex Council Review meetings, Audit meetings etc.
  </li>
  <li>
   Keep a record of all MIS and departmental Documentation.
  </li>
  <li>
   Undertake any other miscellaneous requirements of the department
  </li>
  <li>
   Timely PR/PO
  </li>
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   No pending invoices
  </li>
  <li>
   MIS up to date
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   <br/>
  </li>
 </ul>
 Safety &ndash;
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 <ul>
  <li>
   Ensure safety is incorporated in all processes, initiatives
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   Ensure safety is incorporated, monitored and managed in vendor contracts
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   Ongoing
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  </li>
 </ul>
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  KEY ACCOUNTABILITIES - Additional Details
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 </strong>
 Responsibilities Key Performance Indicators (KPIs)
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  Vendor Management (PR to Payment):
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 </strong>
 <ul>
  <li>
   Ensure all PR /PO are executed within set timeframes by internal coordination with Procurement, Finance, MAG etc.
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   Ensure vendor bills are submitted in a timely manner.
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   Follow up vendor payments are made in a timely manner, ensuring departmental clearance of all invoices.
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   Keep departmental AOP data and expenses data updated.
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   Monitor SAP entries.
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   Timely PR/PO
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   No pending invoices Admin/ Misc Responsibilities:
  </li>
  <li>
   Support/Assist Manager- Pax Ex to Prepare and Circulate MOM of all cross departmental meetings like Passenger Ex Council Review meetings, Audit meetings etc.
  </li>
  <li>
   Keep a record of all MIS and departmental Documentation.
  </li>
  <li>
   Undertake any other miscellaneous requirements of the department.
  </li>
  <li>
   Keep track of All departmental MIS and update it on periodic basis/as and when required.
  </li>
  <li>
   Up to date MIS Safety:
  </li>
  <li>
   Ensure safety is incorporated in all processes, initiatives.
  </li>
  <li>
   Ensure safety is incorporated, monitored, and managed in vendor contracts.
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  </li>
 </ul>
 <strong>
  EXTERNAL INTERACTIONS
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 <ul>
  <li>
   Coordinate with various Stakeholders like CISF, RAXA, concessionaires etc. for passenger experience initiatives /decors
  </li>
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   Coordination with External Vendors for events &amp; D&eacute;cor
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  </li>
 </ul>
 Service Providers
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 <strong>
  INTERNAL INTERACTIONS
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  <br/>
 </strong>
 Coordination with internal departments like Operations, Business Development, SPG and Finance for PR/PO and invoice clearances
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  FINANCIAL DIMENSIONS
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 </strong>
 <ul>
  <li>
   Invoicing
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   PR/PO SAP Process
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  </li>
 </ul>
 <strong>
  Other Dimensions
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 <ul>
  <li>
   Will be coordinating with GHIAL employees and outsourced employees
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  </li>
 </ul>
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  Education Qualifications
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 </strong>
 <ul>
  <li>
   Any bachelor&rsquo;s degree (Preferably Hospitality)
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  <li>
   Event management
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  <li>
   Knowledge of SAP modules
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  <li>
   Exposure to project Management will be an added advantage
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   <br/>
  </li>
 </ul>
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  Relevant Experience
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 <ul>
  <li>
   8-12 years of relevant experience
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  <li>
   Having a fair understanding of event management and d&eacute;cor
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   Fair understanding of MS office
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  <li>
   Experience in the Airport Sector/ Airlines/Retail will be an added advantage.
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  </li>
 </ul>
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  COMPETENCIES
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 <ul>
  <li>
   Personal Effectiveness
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   Social Awareness
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   Entrepreneurship
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   Problem Solving &amp; Analytical Thinking
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   Planning &amp; Decision Making
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  <li>
   Capability Building
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   Strategic Orientation
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   Stakeholder Focus
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  <li>
   Networking
  </li>
  <li>
   Execution &amp; Results
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  <li>
   Teamwork &amp; Interpersonal influence
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  <li>
   Quality Assurance (Practitioner)
  </li>
  <li>
   Brand Management, Aesthetics and Standardization (Practitioner)
  </li>
  <li>
   Information Management and Analysis (Practitioner)
  </li>
  <li>
   Regulatory, Compliance and Audit frameworks Knowledge (Practitioner)
  </li>
  <li>
   Passenger Journey Mapping (Practitioner)
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  <li>
   Passenger Insights (Practitioner)
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   Safety Management (Practitioner)
  </li>
 </ul>
</div>


Associate Manager Passenger Experience

VOIS

<div>
 <strong>
  Who We Are
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 </strong>
 VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology &amp; Transformation.
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 As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
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 We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
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 #VOIS #BeUnrivalled #CreateTheFuture
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 <strong>
  About This Role
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 </strong>
 We are seeking an Associate Project Manager to provide project and programme support for customer-facing initiatives. This role involves managing standard end-to-end delivery, maintaining risk and issue logs, and ensuring smooth coordination between internal teams and external partners. You will play a key role in delivering high-quality solutions to enterprise customers while supporting project managers in complex deliveries.
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 <strong>
  What You&rsquo;ll Do
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 <ul>
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   Execute and monitor project work within cross-functional teams, adapting plans to meet evolving requirements
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   Coordinate multiple work streams using project management best practices
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   Maintain accurate project documentation and ensure deliverables meet quality standards
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   Provide regular status updates and risk assessments to stakeholders
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   Manage risk and issue registers, implement mitigation strategies, and resolve challenges proactively
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   Support financial tracking, including budget control and invoice validation
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  <li>
   Build strong relationships with stakeholders and contribute to customer meetings and reporting
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  </li>
 </ul>
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  Who You Are
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 <ul>
  <li>
   PRINCE2 Foundation certified (mandatory); PMP certification is a plus
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   Fluent Italian Speaker C1 and English (B2)
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  <li>
   Skilled in Microsoft Office Suite and project management tools (MS Project, Visio).Experienced in budgeting, forecasting, and financial control
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  <li>
   Strong communication, organisational, and stakeholder management skills
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  <li>
   Proven ability to manage projects in dynamic, high-growth environments
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  <li>
   Familiarity with IPVPN/Networks and Unified Communications is advantageous.Ability to work effectively in international, virtual teams and across cultures
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  </li>
 </ul>
 <strong>
  Not a perfect fit?
  <br/>
  <br/>
 </strong>
 Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.
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 <strong>
  What's In It For You
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 <ul>
  <li>
   Opportunity to work on impactful, customer-facing projects in a global organisation
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  <li>
   Exposure to cutting-edge technologies and collaborative environments
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  <li>
   Professional growth through certifications and leadership development
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   Inclusive culture that values diversity and innovation
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  </li>
 </ul>
 <strong>
  What Skills You Will Learn
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 <ul>
  <li>
   Advanced project management methodologies and governance practices
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   Financial control and risk management in large-scale projects
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  <li>
   Stakeholder engagement and cross-functional collaboration
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  <li>
   Use of enterprise tools and systems for project delivery
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  </li>
 </ul>
 <strong>
  VOIS Equal Opportunity Employer Commitment
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  <br/>
 </strong>
 Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.
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 <strong>
  Join Us
  <br/>
  <br/>
 </strong>
 At Vodafone, we&rsquo;re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
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 We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
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 <br/>
 With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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 <strong>
  Alert
  <br/>
  <br/>
 </strong>
 Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud.
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 <strong>
  #JDEnhancedByTARA
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  <br/>
 </strong>
 <strong>
  Follow us on social media and #StayConnected
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  <br/>
 </strong>
 <ul>
  <li>
   LinkedIn
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  <li>
   Facebook
  </li>
  <li>
   Instagram You can also chat with our employees to learn more about our projects: Click here
  </li>
 </ul>
</div>


Customer Delivery Associate PM Italian Speaker (VOIS)

WEBDOC Medical Complex Kahuta

<p><b>Department:</b> Customer Experience / Operations</p><p><b>Employment Type:</b> Full-Time / Shift-Based (24/7 or Extended Business Hours)</p><p><b>Role Overview</b></p><p>The CX Customer Care Representative is responsible for delivering seamless, accurate, and empathetic support across voice calls and digital chat channels. The role focuses on resolving customer queries, servicing policies, supporting claims, and ensuring high customer satisfaction while meeting strict TATs, SLAs, and compliance standards.</p><p><b>Key Responsibilities</b></p><p><b>1. Customer Support (Calls &amp; Chats)</b></p><p>&middot; Handle inbound and outbound customer interactions via phone calls, live chat, email, and messaging platforms.</p><p>&middot; Provide prompt, accurate, and professional assistance to customers across all digital touchpoints.</p><p>&middot; Maintain consistent service quality across both voice and non-voice channels.</p><p><b>2. Policy Servicing &amp; Account Management</b></p><p>&middot; Assist customers with:</p><p>o Policy issuance, renewals, endorsements, and cancellations</p><p>o Coverage details, benefits, exclusions, and premium explanations</p><p>o Policy documents, digital downloads, and account access</p><p>&middot; Guide customers through self-service tools and digital platforms.</p><p><b>3. Claims Support &amp; Coordination</b></p><p>&middot; Support customers with:</p><p>o Claims intimation and digital claim submission</p><p>o Claims status updates and TAT expectations</p><p>o Document requirements and uploads</p><p>&middot; Coordinate with internal claims teams to ensure timely resolution and customer communication.</p><p><b>4. Complaint Handling &amp; Resolution</b></p><p>&middot; Log, track, and resolve customer complaints within defined TATs and regulatory guidelines.</p><p>&middot; Provide timely callbacks and follow-ups as required.</p><p>&middot; Escalate unresolved or complex issues to appropriate teams while keeping customers informed.</p><p>&middot; Ensure complaint resolutions comply with internal policies and regulatory standards.</p><p><b>5. Digital Experience Enablement</b></p><p>&middot; Educate customers on using digital channels such as mobile apps, customer portals, and chatbots.</p><p>&middot; Promote paperless processes and self-service options to improve efficiency and customer convenience.</p><p>&middot; Capture customer feedback to help improve digital journeys and CX processes.</p><p><b>6. Compliance &amp; Data Security</b></p><p>&middot; Adhere to insurance regulations, company policies, and customer data protection standards.</p><p>&middot; Follow KYC, AML, and verification processes during customer interactions.</p><p>&middot; Ensure accurate documentation and call/chat logging for audit and quality purposes.</p><p><b>7. Performance &amp; Quality Management</b></p><p>&middot; Meet and exceed KPIs including:</p><p>o Average Handling Time</p><p>o First Contact Resolution</p><p>o Customer Satisfaction</p><p>o Quality scores and productivity metrics</p><p>&middot; Participate in quality audits, coaching sessions, and ongoing training programs.</p><p><b>8. Documentation &amp; CRM Management</b></p><p>&middot; Accurately record customer interactions, complaints, and resolutions in the CRM system.</p><p>&middot; Maintain detailed call and chat notes for future reference and compliance.</p><p>&middot; Update case statuses and ensure proper closure within SLAs.</p><p><b>Required Skills &amp; Competencies</b></p><ul><li><b>Communication &amp; Customer Skills</b></li></ul><p>&middot; Excellent verbal and written communication skills. ( English &amp; Urdu )</p><p>&middot; Strong empathy, active listening, and problem-solving abilities.</p><p>&middot; Ability to handle difficult conversations calmly and professionally.</p><ul><li><b>Technical &amp; Digital Skills</b></li></ul><p>&middot; Comfortable working with CRM systems, chat tools, and digital insurance platforms.</p><p>&middot; Fast and accurate typing skills for chat-based interactions.</p><p>&middot; Basic understanding of insurance products (life, health, motor, or general insurance preferred).</p><ul><li><b>Behavioural Competencies</b></li></ul><p>&middot; Customer-first mindset with strong attention to detail.</p><p>&middot; Ability to work in a fast-paced, target-driven environment.</p><p>&middot; Willingness to work in shifts, including weekends and holidays if required.</p><p><b>Qualifications &amp; Experience</b></p><p>&middot; Bachelor&rsquo;s degree in any discipline (preferred).</p><p>&middot; 1&ndash;3 years of experience in customer service, preferably in insurance, fintech, or digital services.</p><p>&middot; Freshers with strong communication skills may be considered.</p><p><b>Key Performance Indicators (KPIs)</b></p><p>&middot; CSAT / NPS</p><p>&middot; FCR</p><p>&middot; AHT</p><p>&middot; Adherence to TAT and SLAs</p><p>&middot; Quality audit scores</p><p>&middot; Complaint closure rate</p><p><b>Job Location:</b> WEBDOC Head Office, Bahria Town Phase 7, Islamabad</p><p>Job Type: Full-time</p><p>Pay: From Rs40,000.00 per month</p><p>Application Question(s):</p><ul><li>Will you be able to reliably commute to Bahria Town Phase 7, Rawalpindi for this job?</li></ul><p>Education:</p><ul><li>Bachelor's (Required)</li></ul><p>Work Location: In person</p>

Customer Experience (CX) / Customer Care Representative

Al Abdulghani Motors

<p></p><div><div><div><div><div><b>Date: </b>Dec 30, 2025
</div></div></div></div><div><div><div><div><b>Location:
</b>Doha
</div></div></div></div><div><div><div><div><b>Company: </b>Al Abdulghani Motors
</div></div></div></div><div><div><div><div><b>Job Requisition ID: </b>1088
</div></div></div></div><div><div><div><div><div><div><div><div><b>Job Purpose</b></div>
</div><div><div>
The Customer Care Executive is responsible for addressing customer complaints across multiple channels. The role involves investigating issues, coordinating with relevant internal departments for resolution, and timely communication with customers. Additionally, the position includes following up on low-score survey responses to recover customer satisfaction and contribute to process improvement. The Customer Care Executive plays a key role in enhancing customer experience and supporting the organization&rsquo;s commitment to service excellence.</div></div></div><div><div><div><b>
Principal Accountabilities</b></div>
</div><div><div>
1. Complaint Handling</div>
<div>
Receive and manage customer complaints through various channels, including phone, email, chat, and social media.</div>
<div>
Investigate issues thoroughly and coordinate with relevant departments (Service, Sales, Parts, etc.) to ensure timely resolution.</div>
<div>
Maintain professional, empathetic, and solution-oriented communication with customers throughout the complaint process.</div>
<div>
2. Survey Follow-up &amp; Service Recovery</div>
<div>
Contact customers who provided low survey scores to understand the reason for dissatisfaction.</div>
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Take corrective action or escalate cases to ensure recovery and improvement of customerexperience.</div>
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Document all feedback and follow-up outcomes accurately in the CRM or complaintmanagement system.</div>
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3. Documentation &amp; Reporting</div>
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Log all customer interactions, complaints, and recovery actions in the system with complete and accurate details.</div>
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Assist in preparing reports on complaint trends, survey results, and recovery performance.</div>
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4. Coordination &amp; Communication</div>
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Collaborate with internal departments to resolve customer concerns effectively and within agreed service levels.</div>
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Ensure regular updates are provided to customers on the progress of their complaints or cases.</div>
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5. Continuous Improvement &amp; Customer Experience</div>
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Contribute ideas and feedback to improve complaint handling and recovery processes.</div>
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Demonstrate a customer-first attitude and maintain a high level of professionalism in all interactions.</div></div></div><div><div><div><b>
Required Qualifications</b></div>
</div><div><ul><li>Diploma/Bachelor Degree in a relevant field of study</li>
<li>3+ years of experience out of which at least 1 year needs to be within Customer Care</li>
<li>Vehicles Technical knowledge is an advantage</li>
<li>Excellent customer handling / soft skills</li></ul></div></div></div></div></div></div></div></div><p></p>

Customer Care Executive

Minerva Research Solutions

<div><p><b>Location:</b> Karachi (On-site)<br>
<b>Department:</b> Patient Experience &amp; Support<br>
<b>Employment Type:</b> Full-Time | Night Shift</p><p></p><h3 class="jobSectionHeader"><b>
Who We Are</b></h3><p>
Minerva Research Solutions is a leading Clinical Trial Management and Support organization dedicated to elevating global healthcare outcomes through innovation, operational excellence, and uncompromising quality. We partner with biotech, pharmaceutical, and healthcare institutions to deliver integrated services across the clinical trial value chain &mdash; from feasibility to closeout.</p><p>
Our portfolio spans <b>Data Operations, Patient Recruitment, and Regulatory Services</b>, enabling clients to accelerate the development of breakthrough therapies with accuracy, agility, and regulatory confidence. Governed by <b>FDA</b> and <b>ICH-GCP</b> standards, we are committed to delivering data integrity, participant safety, and reliable insights at every touchpoint.</p><p>
We are expanding our Customer Experience function and seeking a <b>customer-centric, articulate, and resilient professional</b> to join our high-performance team.</p><p></p><h3 class="jobSectionHeader"><b>
Role Summary</b></h3><p>
As a Call Center Representative, you will serve as the frontline ambassador for Minerva, representing our service standards, values, and commitment to excellence. You will play a critical role in guiding patients, partners, and stakeholders with accurate information and empathetic engagement, ensuring a seamless and compliant service experience.</p><p></p><h3 class="jobSectionHeader"><b>
Key Responsibilities</b></h3><ul><li><p>
Manage inbound and outbound interactions to support patient and client inquiries on clinical services, ensuring clarity, professionalism, and accuracy.</p></li><li><p>
Deliver a frictionless customer journey by proactively understanding needs, resolving concerns, and providing tailored support.</p></li><li><p>
Support appointment coordination, participant onboarding, and dissemination of study-related information, ensuring compliance with confidentiality and data-handling standards.</p></li><li><p>
Maintain a high standard of service delivery aligned with Minerva&rsquo;s CX principles and regulatory guidelines (FDA/ICH-GCP).</p></li><li><p>
Collaborate with cross-functional teams to drive timely issue resolution and consistent service continuity.</p></li><li><p>
Maintain complete and compliant CRM documentation of all customer interactions.</p></li><li><p>
Identify service gaps and escalate complex situations to the relevant teams for swift resolution.</p></li></ul><p></p><h3 class="jobSectionHeader"><b>
Required Qualifications &amp; Experience</b></h3><ul><li><p>
Bachelor&rsquo;s degree in any discipline (or equivalent).</p></li><li><p><b>
Exceptional communication skills in English &mdash; neutral/US accent preferred.(MANDATORY)</b></p></li><li><p>
Minimum <b>1 year of international customer support experience</b> (contact center, BPO, or shared services).</p></li><li><p>
Experience in healthcare, life sciences, or clinical research is a plus but not mandatory.</p></li><li><p>
Strong analytical thinking, emotional intelligence, and client-service orientation.</p></li><li><p>
Ability to perform in a target-driven, high-volume, and fast-paced environment.</p></li><li><p>
Proficiency in customer service platforms/CRM tools and MS Office applications.</p></li><li><p>
Willingness to work night shifts and adjust to evolving business needs.</p></li></ul><p></p><h3 class="jobSectionHeader"><b>
What You&rsquo;ll Gain at Minerva</b></h3><ul><li><p>
Competitive compensation with performance-based rewards</p></li><li><p>
Comprehensive medical insurance</p></li><li><p>
EOBI retirement benefits</p></li><li><p>
Structured Learning &amp; Development pathways, including certifications and career mobility</p></li><li><p>
Paid annual, medical, and casual leave</p></li><li><p>
Mental well-being and employee support programs</p></li><li><p>
Inclusive, collaborative, and growth-driven work culture</p></li><li><p>
Internal recognition &amp; employee engagement initiatives</p></li><li><p>
Modern digital tools and a technology-forward workplace</p></li><li><p>
Transportation facility for female staff &amp; conveyance allowance for male staff</p></li><li><p>
Night shift allowance</p></li><li><p>
Family-supportive policies, including parental leave</p></li><li><p>
Opportunities to contribute to community and social impact programs</p></li></ul><p></p><h3 class="jobSectionHeader"><b>
Work Schedule</b></h3><p><b>
Monday &ndash; Friday</b><br>
<b> 7:00 PM &ndash; 3:00 AM (On-site)</b></p><p></p><h3 class="jobSectionHeader"><b>
Diversity, Equity &amp; Inclusion</b></h3><p>
Minerva Research Solutions is an <b>Equal Opportunity Employer</b>. We foster a culture where individuals are valued for their unique perspectives, encouraged to challenge the status quo, and empowered to unleash their potential.</p><p>
</p><p>K0ymBxh2d1</p></div>

Call Center Representative (Night Shift)

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