Call Center Executive

JOB DESCRIPTION – CALL CENTER EXECUTIVEPharmacy / Healthcare SectorPosition: Call Center Executive

Industry: Pharmacy Retail / Healthcare

Location: Kolkata

Experience: 1–4 Years

Employment Type: Full-Time

Joining: Immediate Joiners Preferred

Job SummaryWe are looking for a customer-focused Call Center Executive to handle customer calls and provide support related to pharmacy products, medicine orders, deliveries, payments, and other healthcare services. The candidate should have excellent communication skills and the ability to resolve customer queries professionally.

• Key ResponsibilitiesHandle inbound and outbound customer calls professionally.
• Assist customers with medicine orders, order status, delivery, billing, payments, returns, and cancellations.
• Provide accurate information about pharmacy products and available services as per company guidelines.
• Coordinate with pharmacy stores, delivery teams, and internal departments to resolve customer issues.
• Register and resolve customer complaints within the defined Turnaround Time (TAT).
• Follow up with customers regarding pending orders, deliveries, and service requests.
• Maintain accurate customer information and call records in the CRM system.
• Escalate unresolved or sensitive issues to the Team Leader/Manager.
• Maintain proper call etiquette and ensure a positive customer experience.
• Achieve assigned targets related to calls, productivity, customer satisfaction, and service quality.
• Follow company SOPs, data privacy requirements, and healthcare/pharmacy processes.
• Participate in product, process, and customer-service training programs.
• Required Skills & QualificationsGraduate / 12th Pass with relevant experience.
• 1–4 years of experience in Call Center / Customer Care / BPO / Healthcare / Pharmacy / E-commerce.
• Excellent Hindi and English communication skills; Bengali will be an added advantage for Kolkata.
• Good listening and customer-handling skills.
• Basic computer knowledge and familiarity with CRM systems, MS Excel, and email.
• Good problem-solving and follow-up skills.
• Ability to work in rotational shifts, if required.
• Pharmacy / Healthcare call center experience will be preferred.
• Key Performance Indicators (KPIs)Number of Calls Handled
• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Call Quality Score
• Average Handling Time (AHT)
• Complaint Resolution TAT
• Attendance & Productivity
• Order Conversion / Customer Retention

Candidate ProfileThe ideal candidate should be customer-oriented, polite, patient, target-driven, and comfortable handling healthcare/pharmacy-related customer queries.

Immediate Joiners Preferred.