Job Description
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.