Pharma Care Executive (CS with Pharma background)

Department

Customer Success Team

Location

Onsite: Noida, India

Employment Type

Full-time

Reporting To

Customer Support Lead

Working Days

6 days a week

Experience Required

0–2 years in pharmacy operations, healthcare customer support, telepharmacy, or pharmaceutical customer service.

Qualifications

D.Pharm / B.Pharm

About the Role

We are looking for a Pharma Care Executive who enjoys helping customers with medicine-related questions. You will support customers through calls, chats, emails, and WhatsApp. Your role is to provide correct information about medicines, help with orders and prescriptions, and make sure every customer receives timely, accurate, and friendly support while following pharmacy guidelines.

Key Responsibilities

·       Provide correct information about medicines, dosage, prescriptions, and healthcare products.

·       Help customers place orders, verify prescriptions, check medicine availability, and suggest approved substitutes when needed.

·       Handle customer queries related to medicines, orders, deliveries, refunds, replacements, and product quality through calls, chats, emails, and WhatsApp.

·       Take complete ownership of customer issues and ensure they are resolved within the defined timelines.

·       Maintain accurate records of customer interactions, prescriptions, and case updates in the CRM.

·       Identify common customer issues and share feedback to improve processes and customer experience.

·       Follow company SOPs, pharmacy regulations, and data privacy guidelines.

Skills & Competencies

·       Good understanding of medicines, prescriptions, and pharmacy processes.

·       Good verbal and written communication skills.

·       Strong customer service and problem-solving skills.

·       Ability to explain medicine-related information in a simple and easy-to-understand way.

·       Strong ownership, empathy, and attention to detail.

·       Ability to manage multiple tasks in a fast-paced environment.

Success Metrics / KPIs

·       Achieve a Quality Audit Score of 90% or above.

·       Meet First Response Time (FRT) and Resolution Time (TAT) targets.

·       Maintain a high First Contact Resolution (FCR) rate with minimal escalations.

·       Ensure complete compliance with SOPs, prescription verification, and CRM documentation.

What We're Looking For

·       Customer-first mindset with empathy and professionalism.

·       Takes ownership of customer issues until they are fully resolved.

·       Strong analytical and problem-solving skills.

·       Good communication and interpersonal skills.

·       Willing to learn, adapt to new processes, and improve through feedback.

·       A collaborative team player who supports continuous improvement.

About the Company

SayaCare is a fast-growing e-health company that makes healthcare simple, affordable, and easy to access. We combine technology with trusted healthcare services to help customers get the medicines and wellness products they need. We believe in teamwork, learning, and always putting our customers first.