Customer Service Executive

Role Overview: The Customer Service Executive is the first point of contact for online customers across the Group’s e-commerce stores (medononline.com and 800pharma.com). The role handles order, delivery, and product enquiries across phone, WhatsApp, email, and chat — ensuring every customer receives fast, accurate, and friendly support, and that issues are resolved or escalated appropriately. This is an entry-level position ideal for a motivated fresher looking to build a career in e-commerce and customer experience. Key Responsibilities: • Customer enquiries: Respond to customer questions about orders, products, pricing, availability, and delivery across phone, WhatsApp, email, and live chat. • Order support: Track orders, process modifications and cancellations, follow up on delays, and keep customers informed throughout the delivery journey. • WhatsApp & chat: Manage conversations through the Group’s WhatsApp platform (including AI-assisted routing), handling handovers and escalations smoothly. • Complaint handling: Log, resolve, or escalate complaints promptly while maintaining a calm, professional, and empathetic tone. • Prescription & delivery follow-up: Coordinate prescription-related and delivery queries with the relevant branches and delivery teams. • Returns & refunds: Assist customers through return, replacement, and refund processes per Group policy. • Records: Accurately log all interactions, queries, and resolutions in the support system. • Feedback loop: Share recurring customer issues and suggestions with the team to help improve service and the online experience. Required Qualifications & Experience • Freshers are welcome; any customer-facing or retail experience is a plus. • High school diploma required; Bachelor’s degree preferred. • Comfortable using computers, smartphones, messaging apps, and basic office software. • Good spoken and written English; Arabic and/or Hindi/Malayalam is a strong advantage for serving our customer base. Skills & Competencies: • Friendly, patient, and customer-focused attitude. • Clear and polite communication, both written and verbal. • Good listening skills and genuine willingness to help. • Able to stay calm and professional under pressure. • Quick learner, dependable, and a positive team player. • Basic problem-solving and a sense of ownership over customer issues. Key Performance Indicators (KPIs) • Response and resolution time across all channels. • Customer satisfaction (CSAT) ratings. • First-contact resolution rate. • Accuracy and completeness of interaction logs. Working Hours: Standard Group working hours, with shift coverage as required to support online store operating hours. Specific schedule to be confirmed by HR.