Executive - Call Centre Pharmacist (Arabic Speaking Mandatory)

Tanqeeb; Dubai; On-site; AED 45,000 - 89,000; Full time

Job summary

Aster Pharmacy in Dubai seeks an Executive Contact Center agent to deliver exceptional customer experience by handling calls, assisting with concerns, booking home deliveries, and coordinating with retail units to ensure end-to-end service.

The role requires a B.Pharmacy or M.Pharmacy with 1–2 years in customer service, strong English communication, excellent interpersonal skills, and the ability to work a 24/7 shift while maintaining accuracy in daily reporting and customer care.

Qualifications

• B.Pharmacy or M.Pharmacy with 1–2 years in customer service, preferably Call Center.
• Strong command of English, written and spoken.
• Excellent interpersonal and communication skills.
• Willingness to work in a 24/7 shift.

Responsibilities

• Take inbound calls from customers and assist with concerns.
• Help customers book home delivery orders and coordinate with retail units.
• Attend and resolve customer enquiries via calls, emails, chats, and social media.
• Raise complaint/feedback tickets and ensure closure following SOP.
• Register in Aster Secure and handle related queries from retail team and customers.
• Assist and educate customers during promotional campaigns.
• Outbound calling to address poor survey ratings and promote services.
• Coordinate with AO team to resolve online order queries.
• Prepare daily performance reports.

Skills

Customer service

Call handling

English communication

Interpersonal skills

Education

B.Pharmacy / M.Pharmacy

Tools

Microsoft Office

Job description

The Executive Contact Center will deliver exemplary customer experience by building customer trust and cultivate a culture of simple, friendly and helpful Customer Service.

Desired Candidate Profile

• Be the voice of the organization and assist customers who call on 800-700-600. Take inbound calls from customers to assists with various customer concerns and track the interactions.

• Help customers book home delivery orders, create leads, coordinate with retail units & ensure the end-to-end closure.

• Attend and resolve customer enquiries and complaints received from various channels like calls, emails, chats and social media.

• Raise complaint/feedback tickets to management team for further action and to avoid similar incidents in the future and ensure closure of the complaint raised by following the SOP.

• Register in Aster Secure and handle Aster Secure related queries, from both retail team and customers concerns.

• Assist and educate customers before or during any promotional campaigns.

• Outbound Calling customers who gave poor rating in surveys to explain, educate, promote our services and finally convince customers of the best customer experience they can get from Aster Pharmacy.

• Process Aster Clinics and Clinic tie ups teleconsultation prescriptions by coordinating with customer and retail team to ensure delivery of prescribed medications.

• Do outbound calls to for any follow up requests, Aster Secure registration activities, AO outbound calling activities etc.

• Assist in any queries related to Aster Online orders by coordinating with AO team for resolution.

• Handle and respond to social media Facebook, Instagram, Twitter and Google Business queries, reviews and comments.

• Prepare daily reports on performance.

• Work in 24/7 work shift.

Education & Experience:

• B.Pharmacy/M.Pharmacy Graduate, with 1-2 Years of experience in customer service role of managing various tasks preferably in call center environment.

• Should have good command over English - both written and spoken.

• Positive outlook and attitude.

• Above average call handling skills.

• Knowledge of Microsoft office application.

• Excellent interpersonal and effective communication skills.