Customer Relationship Management Executive

Key Responsibilities:

Customer Relationship Management:

• Address customer inquiries related to medications, prescriptions, and healthcare products.
• Provide accurate guidance on medication usage, dosage, side effects, and interactions.
• Resolve customer complaints and issues promptly, ensuring customer satisfaction.

Prescription Verification and Processing:

• Review prescriptions for accuracy, authenticity, and compliance with regulations.
• Collaborate with the dispensing team to ensure timely and accurate delivery of medications.

Patient Education and Support:

• Educate customers on chronic disease management, lifestyle modifications, and preventive care.
• Assist patients in understanding their medication regimens and adherence strategies.

CRM System Management:

• Maintain detailed records of customer interactions, queries, and resolutions in the CRM system.
• Use CRM data to identify trends and recommend improvements in customer care processes.

Collaboration and Coordination:

• Work closely with the sales, support, and pharmacy teams to ensure seamless service delivery.
• Assist in training customer support staff on pharmaceutical knowledge and best practices.

Regulatory Compliance:

• Ensure all customer interactions and services comply with pharmaceutical laws and ethical standards.

Key Competencies & Skills:

1. Written Communication Skills:

• Clarity & Conciseness
• Professional and Friendly Tone
• Attention to Detail

1. Medical Knowledge:

• Basic Healthcare & Pharmaceutical Knowledge
• Familiarity with Medicines & Supplements
• Understanding of Legal and Regulatory Guidelines

1. Customer Service Expertise:

• Empathy and Patience
• Problem-Solving
• Listening and Understanding Customer Needs

1. Multitasking & Time Management:

• Efficient Response Time
• Prioritization of Urgent Requests

1. Product Recommendation & Upselling:

• Suggesting Complementary Products
• Personalized Recommendations

1. Technology Proficiency:

• Chat and Email Software

1. Conflict Resolution & De-escalation:

• Handling Difficult Situations
• Clear Communication in Problematic Scenarios

Team Members He/She Will Work With:

• Communication Team
• Handling of Inbound or Outbound Calls
• Online Customer Experience Team

Competencies He/She Will Be Judged On:

• Pharma Knowledge
• Sales Experience
• Situation Handling

Qualifications & Experience:

• Strong pharmaceutical knowledge and awareness of generic medicines.
• Prior experience in customer service, sales, or a related role.
• Ability to de-escalate situations and handle complex customer queries efficiently.
• Excellent verbal and written communication skills.
• Familiarity with CRM software and chat/email-based support tools.
• Knowledge of industry regulations and compliance standards.Role & responsibilities

Preferred candidate profile

Perks and benefits