Merchant Assistant

Responsibilities Accept and process customer orders exclusively through the PharmaServ Express app. Review and confirm product prices, prepare accurate quotations, and provide timely updates to customers. Send QR Codes and payment instructions, ensuring customers receive clear guidance for completing transactions. Respond promptly to customer inquiries via app, phone, chat, SMS, Email, or other approved channels. Provide Customer support by clarifying order details, resolving concerns, and offering after-sales assistance with professionalism and care. Coordinate with riders, merchants, third-party suppliers, and logistics partners to ensure medicines are sourced and orders fulfilled promptly. Monitor live orders to meet SOP timelines, address failed deliveries or out-of-stock items, and inform customers of resolution plans. Gather feedback from customers after order completion and record issues for reporting and process improvement. Maintain accurate and organized records of orders, quotations, payments, transactions, and customer interactions. Escalate unresolved issues to the appropriate teams (operations, Development, or Management) and provide daily updates on orders, feedback, and challenges. Stay updated on product knowledge, system changes, and service offerings to ensure accurate information is provided to customers. Identify and report trends in customer or order issues to support service delivery improvements. Follow communication guidelines, scripts, and SOPs to ensure consistent and professional interactions. Perform other tasks as assigned by the immediate superior and/or management. #J-18808-Ljbffr