Customer Support Executive

Customer Support Executive – Sales & Customer Experience

Company: MrMed – Eazymed Technologies Pvt. Ltd.

Industry: HealthTech | E-commerce | Specialty Pharmacy

Location: Chennai – Royapettah

Experience: 1+ Year

Qualification: Any Graduate

Employment Type: Full-time

Work Mode: Work from Office – 6 days a week

About the Role

We are looking for a Customer Support Executive who enjoys interacting with customers, solving problems and helping people find the right solutions.

This role will handle the complete customer journey — from pre-sales enquiries and order assistance to post-sales support and follow-ups. The role involves both inbound and outbound calls, customer conversations, sales support and coordination with internal teams.

Since MrMed deals with specialty medicines, the role also requires the ability to understand and learn about prescription requirements, specialty medicines and healthcare-related processes.

Key Responsibilities

Customer Support

• Handle inbound and outbound calls from customers. 
• Respond to customer queries related to medicines, orders, pricing, availability and delivery. 
• Understand customer concerns and provide timely and appropriate solutions. 
• Handle delayed deliveries, order issues, refunds, cancellations and other post-sales queries with empathy. 
• Follow up with customers and ensure issues are closed properly. 
• Maintain a positive and helpful customer experience throughout the interaction. 

Sales & Pre-Sales Support

• Understand customer requirements and assist them in placing orders. 
• Handle pre-sales enquiries and support customers in making informed purchase decisions. 
• Follow up with potential customers and pending orders. 
• Support sales conversion through effective customer conversations and follow-ups. 
• Communicate product availability, offers and relevant benefits appropriately. 
• Work towards defined sales and revenue targets. 

Prescription & Specialty Medicine Support

• Understand and follow the company's processes for prescription-based medicines. 
• Politely explain prescription requirements to customers when applicable. 
• Guide customers on uploading or sharing valid prescriptions. 
• Develop basic knowledge of specialty medicines, medical terminology and healthcare processes. 
• Coordinate with pharmacists and internal teams whenever customer queries require further assistance. 

Order & Issue Resolution

• Coordinate with Pharmacy, Procurement, Operations, Logistics and Sales teams to resolve customer issues. 
• Track out-of-stock medicines and follow up on availability. 
• Explore possible options as per company guidelines when a required medicine is unavailable. 
• Keep customers informed about order status, availability and expected timelines. 
• Handle customer concerns professionally, even in difficult situations. 

Customer Experience

• Listen patiently and understand the customer's actual concern. 
• Communicate clearly and empathetically, especially when dealing with patients or their family members. 
• Take ownership of customer issues and ensure proper follow-up. 
• Maintain accurate records of calls, conversations, orders and follow-ups. 
• Ensure every interaction leaves the customer feeling heard, supported and cared for. 

What We’re Looking For

• 1+ year of experience in Customer Support, Inside Sales, Telecalling, Telesales, Customer Experience, Healthcare or E-commerce. 
• Any Graduate. 
• Good verbal communication skills. 
• Comfortable handling both inbound and outbound calls. 
• Customer-friendly, patient and empathetic approach. 
• Comfortable working with sales targets and performance metrics. 
• Good follow-up and problem-solving skills. 
• Ability to handle multiple conversations/tasks in a fast-paced environment. 
• Willingness to work in rotational shifts, if required. 
• Comfortable learning about medicines, medical terms and healthcare processes. 
• Basic computer skills and familiarity with CRM/order management systems. 

Why Join MrMed?

At MrMed, the customer is often someone looking for an important medicine for themselves or their family. Every conversation matters.

We are looking for people who bring empathy, ownership, energy and a genuine willingness to help — while also enjoying the excitement of sales and customer interaction.

If you enjoy talking to people, solving problems and turning a customer conversation into a positive experience, we would love to meet you.