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Pharmacist( Customer service)

2 weeks ago

Lagos, Lagos, Nigeria PHARMARUN Full time ₦1,500,000 - ₦3,000,000 per year

Job Summary:

Pharmarun is seeking a customer-focused, experienced Community Pharmacist to join our B2C team. In this role, you will serve as a frontline representative to our B2C customers, ensuring seamless, professional, and empathetic support. You will also provide clinical advice, product guidance, and post-purchase care to ensure high customer satisfaction and repeat usage of Pharmarun services.

Key Responsibilities:

  • Customer Support Excellence:
  • Serve as the first point of contact for B2C customers via WhatsApp, phone, and chat platforms.
  • Provide prompt, accurate, and empathetic responses to customer inquiries regarding orders, products, and services.
  • Manage order processing, returns, complaints, and escalations with professionalism.
  • Clinical Product Advisory:
  • Guide customers on appropriate product selections based on prescriptions or healthcare needs.
  • Offer professional counseling on medication use, side effects, and general health queries within regulatory guidelines.
  • Customer Retention and Relationship Building:
  • Build long-term relationships with frequent users by offering personalized follow-ups and checking in on order satisfaction.
  • Monitor and follow up on pending and unfulfilled orders to ensure quick resolution.
  • Operational Support:
  • Coordinate with logistics and pharmacy teams to ensure timely fulfillment and delivery of orders.
  • Ensure that pricing, stock availability, and delivery status are communicated transparently to customers.
  • Reporting and Process Improvement:
  • Track and report recurring customer issues and feedback to improve operational processes.
  • Collaborate with tech and ops teams to streamline service delivery and improve customer experience.

Requirements:

  • Essential Qualifications:
  • Bachelor's Degree in Pharmacy (B.Pharm) and current practicing license.
  • Minimum of 3 years' experience as a community pharmacist, preferably in a retail or e-commerce setting.
  • Key Competencies:
  • Exceptional communication and interpersonal skills with a passion for helping people.
  • Strong product knowledge of common prescription and OTC medications.
  • Fast learner, tech-savvy, with ability to multitask across platforms (calls, WhatsApp, CRM).
  • Problem solver with a proactive attitude towards resolving customer concerns.
  • Empathy, professionalism, and patience in dealing with diverse customer needs.

Preferred Skills:

  • Prior experience in customer service or B2C sales is a plus.
  • Experience in e-commerce or digital pharmacy operations is an advantage.