Customer Care Representative at EXC Pharmacy

Job Summary

• The Customer Care Executive serves as the primary liaison between ExCare and its customers, ensuring exceptional service delivery across all touchpoints.
• This role involves handling client inquiries, supporting refill medication follow-ups, managing appointments for comprehensive care services, and promoting customer loyalty.
• The executive will play a key role in fostering trust and satisfaction while driving operational efficiency.

Key Responsibilities

• Act as the first point of contact for inquiries related to ExCare services across all platforms.
• Communicate detailed and accurate information about products, laboratory services, immunizations, and other offerings.
• Build and nurture relationships with customers, tailoring interactions to individual needs.
• Coordinate refill reminders and ensure customers have seamless access to their medications.
• Collaborate with pharmacists and other team members to address customer-specific medication needs.
• Manage appointments for laboratory tests, immunizations, and other ExCare services.
• Follow up with clients post-service to collect feedback and address concerns.
• Ensure proper documentation and communication between service providers and customers.
• Address and resolve customer complaints and service disruptions efficiently.
• Escalate unresolved issues to the Customer Care Manager or relevant departments.
• Promote membership in the ExCare Gold Club and educate customers about loyalty programs
• Identify and address customer pain points to enhance retention.
• Use CRM tools (e.g., Zoho or WhatsApp for Business) to log customer interactions and streamline workflows.
• Compile regular reports on customer satisfaction, service performance, and retention metrics for Business Performance Review sessions.

Qualifications

• Bachelor’s degree or equivalent experience in customer service,Health Information System, Pharmacology, Pharmacyor a related field.
• Knowledge of pharmacy or healthcare services is a strong advantage.
• Excellent verbal and written communication skills.
• Tech-savvy, with proficiency in CRM platforms and digital tools.
• Strong organizational skills and the ability to multitask.
• Candidate must reside in Opic, Mowe, Arepo, Berger,Ogba, Ibafo and environs