कस्टमर सपोर्ट एग्जीक्यूटिव

Job Description: Customer Support Representative
Work Mode: Work From Home
Job Type: Full-Time
About the Company
Truemeds is a Mumbai-based, technology-driven online pharmacy and telehealth platform founded in 2019, with a mission to make healthcare accessible to every patient. The platform helps consumers find alternate-brand medicines based on prescriptions they upload, with customers saving an average of around 47% on their monthly medicine bills. The company offers prescription and non-prescription medicines, branded medicines, and generic substitutes, along with healthcare products such as multivitamins, supplements, personal care, baby care, and healthcare devices.
About the Role
We are looking for a Customer Support Representative to handle customer queries primarily via email, with occasional phone support as needed. The ideal candidate is detail-oriented, communicates clearly in writing, and is comfortable working in a fully remote setup.

Key Responsibilities
● Respond to customer queries and concerns via email in a timely, professional, and accurate manner
● Handle a daily volume of 70+ emails while maintaining quality and accuracy ● Provide end-to-end resolution to customer queries and ensure proper closure of cases
● Make outbound calls for complex cases wherever required, based on the nature of the query
● Meet defined FRT (First Response Time) and RT (Resolution Time) targets consistently
● Maintain quality and tone consistency across all customer communication
● Track and follow up on open tickets/cases until resolution
● Escalate complex issues to the appropriate team when necessary, following defined escalation protocols
● Maintain accurate records of customer interactions in the relevant systems/tools Shift Timings Candidates should be flexible to work in any of the following shifts(rotational shifts), as per business requirement:
● 1:00 PM – 10:00 PM
● 3:00 PM – 12:00 AM
● Split Shift: 8:00 AM – 12:00 PM (any two slots may be assigned based on business needs) Note: This is not a night-shift role. Working days will be 6 days a week with 1 weekly off.
Eligibility & Requirements
● Minimum 1 year of experience in an Email Process / Email Customer Support role
● Ability to provide end-to-end resolution to customer queries and ensure proper closure of cases
● Excellent written and verbal communication skills in English
● Willingness to work in split shifts as well as single shifts, based on business requirements
● Must have their own laptop with suitable/higher configuration to support work requirements
● Must have a stable and reliable internet connection
● Should have power backup, wherever required, to ensure uninterrupted work during power outages

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