Customer Service Executive

Position Purpose:-

The person in the role is responsible for providing best in class service to all customers through incoming or outbound calls. The responsibility also includes handling & resolving customer queries promptly besides fulfilling their medicine requirements efficiently. The person is also expected to drive customers’ interests by convincing and making them aware about Generic Medicines and its aligned benefits - leading to higher customer savings and delight.

Role Overview:-

At Dawaa Dost (a fast growing Pharmacy Retail Chain), our mission is to Reach & Enable 100MM people to reduce their medicine bill by 50-80% and this role will play an important part in servicing demands and handling queries of existing as well as prospective customers resulting into expanding our shopper base thereby achieving company’s business goals and objectives aligned to our Mission. Joining our customer service team, you will be a part of an interesting journey heading towards making a real difference to the lives of people.

We are expecting you to be a person of high energy having strong working discipline & self motivation , excellent communication and problem solving skills with a strong inclination towards making a real impact to all our customers. Ultimately you will ensure all our shoppers who reach to us, are happy & delighted and are growing in numbers in terms of their repeat purchases - reflecting their getting superior customer service.

Duties & Responsibilities:-
• Implement Customer calling script as per set SOP
• Contact key customers over call and ensure their medicine requirements are serviced promptly.
• Attend customer calls, emails’ and WhatsApp queries and provide them appropriate solutions.
• Follow up with the concerned team and ensure Shoppers’ medicine requirement are fulfilled promptly.
• Convincing and making customers aware about the benefits of Generic medicines.
• Provide product (medicines) and service information to customers
• Place customer orders in the computer system using software
• Follow up inter -department ensuring prompt demand servicing
• Document all call information /call log as per SOP

Other duties and task as required with relation to customer service

Skills & Competencies:-
• Computer proficiency
• Pharmacy Knowledge – Medicines
• Customer Service mindset
• Energy/Ownership/working discipline
• Superior Communication especially listening and verbal
• Attention to Detail
• Process Orientation
• Ability to manage stressful situation

Qualification & Experience:-

Qualification : Higher secondary (Graduate preferably)

Experience : 1- 5 Years