Customer Service Representative at eMedicStore

Job Overview:

• The Customer Service Representative at eMedic Technologies is dedicated to ensuring an optimal user experience for our diverse clientele, ranging from patients and healthcare professionals to retail and wholesale pharmacies.
• With an emphasis on problem-solving and communication, this role demands a proactive approach to addressing queries, offering guidance, and promoting the vast array of products and services offered by eMedic.

Responsibilities and Duties:

• Address and resolve customer inquiries promptly via phone, email, and chat.
• Maintain thorough knowledge of eMedic’s products and services.
• Proactive in identifying and tapping potential leads, utilizing both traditional and innovative strategies.
• Drive targeted outreach efforts to identify and engage potential prospects, utilizing innovative research methods and tools.
• Masterfully guide potential leads through the sales funnel, leveraging strategic communication and engagement tools for optimal conversion and capture.
• Provide assistance to customers in navigating and utilizing the eMedicStore platform.
• Collaborate with the sales and technical teams to resolve product or service-related issues.
• Document customer interactions, feedback, and resolution steps.
• Offer recommendations to customers based on their needs and preferences.
• Stay updated with the latest updates and changes in the healthcare product range.
• Escalate complex issues to the relevant department for timely resolution.
• Assist in the onboarding process for new customers, ensuring they understand the platform’s functionalities.
• Participate in training sessions to enhance product knowledge and service skills.
• Work closely with the team to develop new strategies for enhancing customer experience.
• Identify common customer challenges and suggest potential solutions to management.
• Conduct customer satisfaction surveys and gather feedback.
• Assist in developing customer support resources, such as FAQs and tutorial videos.
• Contribute to the creation of promotional materials that highlight product features.
• Attend team meetings and workshops to stay aligned with company goals and strategies.
• Offer insights on potential improvements based on customer feedback.
• Maintain customer confidentiality and adhere to data protection regulations.
• Ensure that all interactions align with eMedic’s mission and core values.
• Collaborate with the marketing team to communicate promotions and offers to customers.

Qualifications and Skills:

• A degree in Business, Communications, or a related field.
• Over 2 years of experience in e-commerce customer service or a related role.
• Proficient in CRM systems and customer service software.
• Strong problem-solving and interpersonal communication skills.
• Comprehensive understanding of the healthcare and pharmaceutical industry.
• Ability to multi-task and handle high-pressure situations gracefully.
• Fluent in both written and spoken communication.