Customer Service Officer

Job Description:

Key Success Drivers
• Deliver exceptional customer service by addressing customer queries professionally and empathetically.
• Ensure accurate and timely guidance on medications and prescriptions to build customer trust.
• Maintain compliance with legal and professional standards in all interactions.
• Optimize response times and ensure seamless communication via phone and WhatsApp.
• Contribute to the pharmacy’s reputation for reliability, safety, and customer-centricity.

Accountabilities and Responsibilities

Customer Interaction and Support:
• Respond to customer inquiries via WhatsApp and phone calls, providing accurate and relevant pharmaceutical advice.
• Address prescription-related concerns, including dosage, interactions, side effects, and substitutions.
• Assist customers with product availability, pricing, and general pharmacy-related queries.
• Escalate complex medical concerns to the appropriate healthcare provider when necessary.

Compliance and Quality Assurance:
• Ensure all communications comply with pharmacy regulations and ethical guidelines.
• Maintain detailed and accurate records of customer interactions for accountability and follow-up.
• Stay updated on industry trends, medication updates, and regulatory changes.

Operational Efficiency:
• Manage call and message queues effectively to minimize response times and enhance service efficiency.
• Identify and address recurring customer concerns, offering proactive solutions to improve processes.
• Collaborate with pharmacy staff to streamline prescription processing and product availability updates.

Collaboration and Teamwork:
• Work closely with the in-store pharmacy team to ensure seamless coordination between the call center and physical pharmacy operations.
• Provide feedback and insights to management regarding customer trends and service improvements.

Customer Education and Awareness:
• Educate customers about the proper use of medications and health products.
• Promote adherence to prescribed treatments and highlight the importance of following medical advice.

Functional/Technical Competencies:

• Pharmaceutical Knowledge:
o In-depth understanding of medications, including indications, contraindications, side effects, and interactions.
o Familiarity with prescription guidelines and over-the-counter (OTC) products.

• Customer Service Expertise:
o Strong communication and interpersonal skills for effectively handling customer queries.
o Ability to empathize and provide patient-centric advice in a professional manner.

• Technical Proficiency:
o Competence in using call center systems, CRM tools, and WhatsApp Business for customer interaction.
o Proficiency in maintaining accurate electronic records of customer interactions.

• Regulatory and Compliance Knowledge:
o Understanding of pharmacy regulations, confidentiality standards (e.g., HIPAA or local equivalents), and professional ethics.
o Knowledge of legal guidelines for dispensing medications and providing advice.

• Problem-Solving Skills:
o Ability to assess customer concerns quickly and provide accurate solutions.
o Skills to escalate and coordinate complex queries with healthcare professionals.

• Time Management and Multitasking:
o Efficient handling of multiple queries across channels (phone and WhatsApp) without compromising service quality.
o Ability to prioritize tasks based on urgency and customer needs.

• Health and Safety Awareness:
o Commitment to promoting safe medication practices and addressing misuse or safety concerns appropriately.

Educational Qualification:

• Bachelor’s Degree in Pharmacy (B.Pharm) or an equivalent qualification.
• Pharmacist License issued by the relevant health authority (e.g., DHA, MOH, HAAD, or other local licensing bodies).