Customer Service Executive

MEDON PHARMACY

Customer enquiries: Respond to customer questions about orders, products, pricing, availability, and delivery across phone, WhatsApp, email, and live chat.

Order support: Track orders, process modifications and cancellations, follow up on delays, and keep customers informed throughout the delivery journey.

WhatsApp & chat: Manage conversations through the Group s WhatsApp platform (including AI-assisted routing), handling handovers and escalations smoothly.

Complaint handling: Log, resolve, or escalate complaints promptly while maintaining a calm, professional, and empathetic tone.

Prescription & delivery follow-up: Coordinate prescription-related and delivery queries with the relevant branches and delivery teams.

Returns & refunds: Assist customers through return, replacement, and refund processes per Group policy.

Records: Accurately log all interactions, queries, and resolutions in the support system.

Feedback loop: Share recurring customer issues and suggestions with the team to help improve service and the online experience.

Skills & Competencies:

Friendly, patient, and customer-focused attitude.

Clear and polite communication, both written and verbal.

Good listening skills and genuine willingness to help.

Able to stay calm and professional under pressure.

Quick learner, dependable, and a positive team player.

Basic problem-solving and a sense of ownership over customer issues.

Key Performance Indicators (KPIs)

Response and resolution time across all channels.

Customer satisfaction (CSAT) ratings.

First-contact resolution rate.

Accuracy and completeness of interaction logs.