Customer Service Representative

Key Responsibilities : Handle inbound and outbound customer calls in a professional and timely manner. Assist customers with inquiries related to products, prescriptions, orders, and deliveries. Provide accurate and up-to-date product and service information. Coordinate with internal departments (such as pharmacy, logistics, and billing) to resolve customer concerns efficiently. Maintain detailed records of customer interactions, transactions, comments, and complaints. Ensure high levels of customer satisfaction and contribute to building long-term relationships. Adhere to defined quality and performance metrics, including Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction Score (CSAT). Educate customers on the benefits and safety of using generic medicines. Encourage and guide customers through the process of switching from brand-name to generic medicines. Requirements : Proven experience in a customer service or call center role (preferably in a healthcare or pharmaceutical setting) Excellent communication and interpersonal skills Ability to manage multiple tasks and resolve issues efficiently Basic understanding of pharmaceutical products and terminology is a plus Proficiency in using CRM software and call center systems Empathetic, patient, and customer-oriented mindset