Call Center Representative

Position: Call Center Representative

Location: Karachi (Onsite)

Department: Customer Service / Support

Job Type: Full-Time

About Us:

Minerva Research Solutions is a clinical trial management service provider.We aim to transform the landscape of healthcare and research with our quality clinical services. We support the biotech, medical, and pharma industries through all phases of the clinical trial lifecycle.

Our services include Data Operation, Recruitment Services, and Regulatory. Our goal is to speed up the lifecycle of novel therapies through streamlined processes, stringent timelines & real-time solutions. Our clinical trial support services & consultations are tailored to foster your product and requirements.

We aim to deliver high-quality data and solutions to make your clinical trials a success. We follow stringent FDA and GCP regulations throughout all phases of the clinical trial process.

We are currently seeking a dynamic and customer-focused individual to join our call center team.

Job Responsibilities:

Handle inbound and outbound calls related to clinical research services, providing clear and accurate information to patients, clients, and partners
Address customer inquiries, concerns, and issues in a professional and timely manner, ensuring exceptional service
Assist in scheduling appointments, providing study-related information, and managing customer data
Maintain high levels of customer satisfaction by effectively resolving concerns and offering personalized solutions
Follow all protocols, policies, and compliance regulations related to clinical research communications
Collaborate with the clinical research team and other departments to ensure accurate and efficient service delivery
Document and log all interactions and customer details in the CRM system
Escalate complex issues to the appropriate department or manager when needed

Requirements:

Bachelor’s degree (or equivalent) in any discipline
Strong verbal and written communication skills in English
A clear and professional American accent is preferred
Minimum of 1 year of customer service experience in an international call center environment
Experience in healthcare or clinical research is a plus but not required
Excellent problem-solving abilities and attention to detail
Ability to work in a fast-paced, target-driven environment
Proficiency in using computers and customer service software
Ability to work flexible hours if required

Benefits:

Competitive salary and performance-based bonuses
Medical health insurance coverage
Employees Old-age benefits coverage
Professional learning and developmentsupport
Generous vacation and paid time off
Employee assistance programs for mental health
Company-sponsored events and team-building activities
Diverse, professional and inclusive work environment
Opportunities for career growth
Cutting-edge technology and tools
Family-friendly policies, including parental leave
Commuter benefits or transportation assistance
Social responsibility and community involvement programs

Openings:

Equal opportunity employers
Full-time
On-site job (Night shift)

Work Schedule Timings:

Monday to Friday
6PM to 2AM (transport facility provided for female staff only and allowance for male employees, additional night shift allowance)

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