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 :