Sales Executive

Job Description – Customer Support Executive

Position: Customer Support Executive
Industry: Healthcare / Pharmaceuticals / E-commerce
Location: Madurai
Experience: 1–4 Years
Employment Type: Full-Time

About the Role

We are looking for a customer-focused and responsible Customer Support Executive to handle customer queries, orders, complaints, and post-sales support for our healthcare and pharmaceutical e-commerce business.

The ideal candidate should have good communication skills, patience, problem-solving ability, and basic knowledge of healthcare/pharmaceutical products and e-commerce operations.

Key Responsibilities

• Handle customer queries through phone calls, WhatsApp, email, and other support channels.

• Assist customers with product information, availability, pricing, and order-related queries.

• Process and track customer orders, cancellations, returns, refunds, and replacements.

• Coordinate with the Warehouse, Logistics, Sales, and Product teams to resolve customer issues.

• Handle customer complaints professionally and ensure timely resolution.

• Follow up on pending, delayed, cancelled, and undelivered orders.

• Provide accurate information regarding healthcare and pharmaceutical products within company guidelines.

• Escalate medical, prescription, technical, or complex customer queries to the appropriate team.

• Maintain proper records of customer interactions, complaints, and resolutions.

• Ensure excellent customer experience and customer satisfaction.

• Make follow-up calls to customers wherever required.

• Support customers with payment-related and order-processing issues.

• Monitor customer feedback and identify recurring issues.

• Maintain daily customer support reports and achieve assigned KPIs / SLA targets.

• Follow company policies, compliance requirements, and customer data confidentiality standards.

Required Skills

• Excellent verbal and written communication skills.

• Good knowledge of Tamil and English; additional languages are an advantage.

• Basic understanding of healthcare / pharmaceutical products is preferred.

• Experience in e-commerce customer support is preferred.

• Good knowledge of MS Office / Google Sheets.

• Experience using CRM, ticketing systems, WhatsApp Business, or customer support software is an added advantage.

• Good problem-solving and negotiation skills.

• Ability to handle difficult customers calmly and professionally.

• Strong follow-up and coordination skills.

• Ability to work in a target-oriented environment.

Preferred Qualifications

• Any Graduate / Diploma.

• Candidates with experience in Healthcare, Pharmacy, Hospital, Medical Products, E-commerce, or Customer Service will be preferred.

• 1–4 years of relevant experience in customer support/customer care.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)

• First Response Time

• Resolution Time

• Call / Ticket Handling

• Order Follow-up & Closure

• Complaint Resolution

• Customer Retention

• Daily Productivity & Attendance

Candidate Profile

We are looking for someone who is customer-oriented, patient, proactive, responsible, and willing to learn about healthcare products and e-commerce processes.

Salary: As per experience and industry standards.

• It is a Full Time Sales / Business Development job for candidates with 2 - 6+ years Experience.