Summary
Medon Pharmacy is hiring an entry-level Customer Service Executive to support customers of its e-commerce stores, medononline.com and 800pharma.com. The role handles enquiries about orders, products, pricing, availability, prescriptions and delivery through phone, WhatsApp, email and live chat. Duties include tracking orders, managing complaints and returns, recording interactions, and coordinating with branches and delivery teams. Freshers are welcome; a high school diploma is required, and good spoken and written English is needed, with Arabic, Hindi or Malayalam an advantage. The role is based in Sharjah, and shift coverage may be required.
The posting
As published on medon.ae. Pulled from the employer's site and shown as they wrote it.
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.