Customer Support Executive Ecommerce (Voice & Chat):

Company Description Life Pharmacy is the largest retail pharmacy chain in the Middle East, operating over 500 pharmacies, health and wellness stores, and hypermarkets. The company offers an extensive range of medicines, cosmetics, lifestyle products, and healthcare equipment from leading global brands. With a strong customer-centric philosophy, Life Pharmacy focuses on delivering a warm, welcoming environment and high-quality service. Customers benefit from competitive pricing, special offers, and a variety of services such as free home delivery, health screening, and skin and hair analysis. The organization is dedicated to providing a superior overall customer experience in healthcare retail.

Role Description The Customer Support Executive – Ecommerce (Voice & Chat) role is a full-time, on-site position based in the Kollam , India, in this role, the team member will handle inbound and outbound voice calls and online chat inquiries from ecommerce customers, addressing questions about orders, products, deliveries, and services. The position involves resolving customer issues promptly, ensuring accurate information is provided, and maintaining high standards of customer satisfaction. The executive will capture and update customer records, coordinate with internal teams to resolve escalations, and follow established procedures and scripts where appropriate. Daily responsibilities also include monitoring service levels, adhering to quality and performance metrics, and contributing feedback to improve ecommerce customer support processes.

Qualifications

• Candidates should possess strong customer-facing skills in Customer Support and Customer Service.
• Candidates should possess skills in maintaining Customer Satisfaction and managing Online Support interactions.
• Candidates should possess Technical Support skills to troubleshoot basic ecommerce and platform-related issues.
• Excellent spoken and written communication skills in English; additional regional languages are an advantage.
• Comfort with using CRM tools, chat platforms, and ecommerce order management systems.
• Ability to work in shifts, manage high volumes of inquiries, and stay calm under pressure.
• Previous experience in contact centers, retail, or ecommerce customer service is preferred.
• Minimum high school diploma; a bachelor's degree in business, communications, or related field is beneficial.