Job Description

Job Overview:

The Call Center Agent will be the first point of contact for Modern Pharmacies customers through inbound calls and WhatsApp messages. The role is responsible for providing exceptional customer service, processing prescription and product orders with accuracy, ensuring timely follow-ups, and contributing to sales targets. The agent will also play a key role in supporting the call center’s operational excellence, participating in team development activities, and ensuring high levels of customer satisfaction and compliance with company standards.

Key Responsibilities:

• Handle inbound calls and WhatsApp messages from customers in a professional, courteous, and timely manner.
• Ensure response to 90% of calls within 3 rings and WhatsApp messages within 2 minutes.
• Provide product and prescription-related information, resolve queries, and escalate issues where required.

Order Processing & Accuracy

• Accurately process customer orders through the OMS/POS system with 99%+ accuracy.
• Track and follow up on all customer orders until completion, ensuring 100% follow-up compliance.
• Maintain order records and ensure smooth coordination with pharmacy hubs.

Sales Contribution

• Support achievement of total sales targets by ensuring effective upselling and cross-selling during calls.
• Promote category sales and focus items to meet assigned sales contribution goals.
• Achieve Company and focus item targets as per department objectives.

Operational Excellence & Quality

• Maintain high-quality call handling and WhatsApp communication scores through active monitoring.
• Meet daily productivity targets in terms of number of calls/WhatsApp orders handled per shift.
• Contribute to process improvements and ensure compliance with SOPs and company policies.

People & Team Collaboration

• Participate in quarterly one-to-one meetings with the manager to review performance and development needs.
• Attend mandatory training sessions with area teams and enhance knowledge on systems, products, and SOPs.
• Participate in at least one social/team-building event per quarter to strengthen teamwork and morale.

Customer Experience & Reputation

• Ensure a customer-first approach by delivering accurate, timely, and empathetic service.
• Support achievement of the call center’s Google Review target (90% positive reviews; 0.5% of customers).
• Handle complaints professionally and escalate unresolved issues promptly.

Qualification & Experience:

• Bachelor’s Degree in Pharmacy (B.Pharm) from a recognized university.
• Must hold a valid UAE Pharmacist License (DHA / MOH / DOH).
• Minimum 1–2 years of experience in retail pharmacy, call center, or customer service environment.
• Strong knowledge of prescription processing, OTC medicines, vitamins, and beauty categories.
• Excellent communication skills (verbal and written) in English; Arabic is an advantage.
• Proficiency in using OMS/POS systems, WhatsApp Business, and MS Office tools.
• High attention to detail and accuracy in order entry and processing (≥99%).
• Ability to multitask and handle high call/message volumes under pressure.
• Strong customer service orientation with problem-solving and conflict-resolution skills.
• Flexibility to work in shifts, including weekends and public holidays, if required.
• Team player with a positive attitude and willingness to participate in continuous training.