•   Maintain consistency in communication style aligned with the brand’s tone and service standards.

• Respond promptly to customer inquiries via phone, chat, social media, and digital pharmacy platforms.
  • Handle online orders, delivery requests, product availability checks, and service-related questions.
  • Guide customers on product selection, pharmacy services, and promotions.
  • Resolve customer issues, complaints, and escalations professionally and efficiently.
• Maintain updated customer profiles and call logs in the CRM system.
• Provide general information on medication use, dose timing, interactions, and storage—based strictly on approved guidelines.
• Identify cases that require professional pharmacist intervention and route them to licensed pharmacists.
• Educate customers on available screening services, MTM (Medication Therapy Management) support, and pharmacy wellness programs.
• Record and communicate medication-related concerns to the clinical/pharmacy team.

• Provide daily and weekly insights to supply chain teams on: 

             . Frequently requested products

             . New product requests or trends

             . Delays in delivery or fulfillment issues

             . Fast-moving SKUs and seasonal patterns

• Follow up with dispatch and warehouse teams to ensure timely order preparation and delivery.
• Collaborate with the digital operations team to update product availability and visibility on platforms.
• Assist in tracking delivery performance and customer satisfaction related to logistics.
• Ensure a smooth end-to-end digital customer journey—from inquiry to delivery.
• Advocate for customer needs and communicate feedback to marketing, operations, and pharmacy teams.
• Participate in quality audits, service improvement initiatives, and customer satisfaction programs.