Customer Service Executive
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Key skills for this role
About the Role
MEDON PHARMACY GROUP seeks a Customer Service Executive to handle online customer enquiries across phone, WhatsApp, email, and chat for its e-commerce stores. The role involves order support, complaint handling, and coordinating with delivery teams.
Key Skills for This Role
Responsibilities
- Respond to customer questions about orders, products, pricing, availability, and delivery across phone, WhatsApp, email, and live chat
- Track orders, process modifications and cancellations, follow up on delays, and keep customers informed
- Manage conversations through the Group's WhatsApp platform, handling handovers and escalations smoothly
- Log, resolve, or escalate complaints promptly while maintaining a calm, professional, and empathetic tone
- Coordinate prescription related and delivery queries with relevant branches and delivery teams
- Assist customers through return, replacement, and refund processes per Group policy
- Accurately log all interactions, queries, and resolutions in the support system
- Share recurring customer issues and suggestions with the team to help improve service
Requirements
- High school diploma required; Bachelor's degree preferred
- Comfortable using computers, smartphones, messaging apps, and basic office software
- Good spoken and written English
- 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
Full Job Posting
Role Overview
- The Customer Service Executive is the first point of contact for online customers across the Group's e commerce stores (medononline.com and 800pharma.com).
- Entry level position ideal for a motivated fresher looking to build a career in e commerce and customer experience.
Key Responsibilities
- Respond to customer questions about orders, products, pricing, availability, and delivery across phone, WhatsApp, email, and live chat.
- Track orders, process modifications and cancellations, follow up on delays, and keep customers informed.
- Manage conversations through the Group's WhatsApp platform (including AI assisted routing), handling handovers and escalations smoothly.
- Log, resolve, or escalate complaints promptly while maintaining a calm, professional, and empathetic tone.
- Coordinate prescription related and delivery queries with the relevant branches and delivery teams.
- Assist customers through return, replacement, and refund processes per Group policy.
- Accurately log all interactions, queries, and resolutions in the support system.
- Share recurring customer issues and suggestions with the team to help improve service and the online experience.
Required Qualifications & Experience
- Freshers are welcome; any customer facing or retail experience is a plus.
- High school diploma required; Bachelor's degree preferred.
- Comfortable using computers, smartphones, messaging apps, and basic office software.
- Good spoken and written English; Arabic and/or Hindi/Malayalam is a strong advantage.
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.
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