Customer Service Executive

Role Overview

This position serves as the initial touchpoint for online shoppers across the group’s e-commerce platforms, including medononline.com and 800pharma.com. The role focuses on handling questions related to orders, deliveries, and products through phone, WhatsApp, email, and chat, while making sure customers receive prompt, accurate, and courteous assistance. It is a beginner-friendly opportunity for someone eager to start a career in e-commerce and customer experience.

Key Responsibilities

• Respond to customer queries about orders, products, pricing, stock availability, and delivery through phone, WhatsApp, email, and live chat.
• Track orders, support changes or cancellations, follow up on delayed deliveries, and keep customers updated throughout the delivery process.
• Handle WhatsApp conversations, including AI-assisted routing, and manage smooth transfers and escalations when needed.
• Record, resolve, or escalate complaints quickly while maintaining a professional, calm, and empathetic approach.
• Coordinate prescription-related questions and delivery follow-ups with the relevant branches and delivery teams.
• Assist customers with returns, replacements, and refunds in line with group policy.
• Maintain accurate records of all customer interactions, issues, and resolutions in the support system.
• Share repeated customer concerns and suggestions with the team to help improve service quality and the online experience.

Qualifications and Experience

Applicants with no prior experience are welcome. Any exposure to customer service or retail environments will be considered an added advantage. A high school diploma is required, while a bachelor’s degree is preferred. Candidates should be comfortable using computers, smartphones, messaging applications, and basic office tools. Strong spoken and written English is needed, and Arabic or Hindi/Malayalam is a strong plus for serving the customer base effectively.

Skills and Competencies

• Warm, patient, and customer-first mindset
• Clear written and verbal communication
• Active listening and a helpful attitude
• Ability to remain composed and professional in stressful situations
• Fast learner with reliability and team spirit
• Basic issue resolution and ownership of customer concerns

Performance Expectations

• Speed of response and closure across all support channels
• Customer satisfaction scores
• Ability to resolve issues on the first interaction
• Accuracy and completeness of logged interactions

Working Hours

Standard group working hours apply, with shifts arranged as needed to cover online store operating times. The exact schedule will be confirmed by HR.