Merchant Operations and Customer Service Representative

PRINCIPAL PURPOSE OF THE JOB

The Merchant Operations & Customer Service Representative is responsible for managing the complete order process—from receiving customer requests to ensuring timely and accurate fulfilment while delivering excellent customer service.

This role involves inquiring and checking product prices, quotations, and availability; sending QR codes for payment; coordinating with third-party suppliers and the dispatch team; and monitoring live orders to ensure they meet standard timelines.

In addition, the representative addresses customer inquiries across multiple channels, provides timely updates, handles issues such as failed deliveries or out-of-stock items, and records feedback and transaction details for reporting and process improvement.

By adhering to company policies, SOPs, and approved communication guidelines, this role ensures smooth operations, professional customer interactions, and a positive overall experience.

Preference will be given to candidates with prior experience in a pharmacy or related field, such as a Pharmacy Assistant, due to the nature of handling medicine-related transactions and product inquiries.

DUTIES AND RESPONSIBILITIES

• Accept, review, and process customer orders through the PharmaServ Express app.
• Inquire and collate product prices and availability; prepare accurate quotations.
• Send QR codes to customers for payment and confirm receipt to proceed with order fulfilment.
• Monitor orders in real-time, ensuring adherence to SOP timelines and resolving delays proactively.
• Coordinate with third-party suppliers and the Dispatch Team for timely sourcing, pick-up, and delivery of orders.
• Communicate updates, resolution plans, and clarifications to customers in a professional and timely manner.
• Address inquiries and service concerns via multiple channels (phone, app, chat, email, SMS) using approved spiels and SOPs.
• Handle failed deliveries, out-of-stock scenarios, and escalations by coordinating with the relevant teams.
• Maintain accurate records of orders, payments, quotations, feedback, and complaints for tracking and reporting.
• Record issues and send them to the appropriate internal teams (e.g., Development, Operations Manager) for resolution.
• Provide daily updates on order status, feedback, and operational challenges to management.
• Keep updated with product knowledge, system improvements, and service offerings.
• Perform other tasks and responsibilities as may be assigned, provided they are aligned with the role's purpose and qualifications.

SUMMARY OF ACCOUNTABILITIES

• Take full ownership of the order management process from order receipt to payment confirmation and fulfillment, ensuring smooth and accurate transactions.
• Provide responsive, empathetic, and professional customer support, meeting or exceeding service expectations.
• Monitor order progress and proactively address issues to maintain service timeliness and quality.
• Maintain complete, organized, and accurate documentation of transactions, payments, and customer feedback.
• Uphold company SOPs, policies, and communication standards to ensure consistent and reliable service delivery.
• Meet productivity and performance targets, demonstrating accountability and commitment to customer satisfaction.
• Actively contribute to continuous process improvement by reporting trends, recurring issues, and potential solutions.

QUALIFICATIONS

Education:

• An Associate or Bachelor's degree in Pharmacy or any related field.

Relevant Experience:

• At least one (1) year of Customer Service (Pharmacy experience preferred)
• Experience in a pharmacy setting (e.g., as a Pharmacy Assistant or Pharmacy Clerk) is highly preferred.

Skills and Abilities:

• Working knowledge of Microsoft Word and Excel.
• Excellent customer service and communication skills (oral and written).
• Strong attention to detail and ability to manage multiple tasks simultaneously.
• Ability to work collaboratively with cross-functional teams.
• Familiarity with basic pharmaceutical products and terms is an advantage.

Job Type: Full-time

Application Question(s):

• Have you previously worked in a pharmacy or healthcare setting (e.g., as Pharmacy Assistant or Clerk?

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person