Customer Service Executive

Job Description

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.