Customer Care Representative – E-Pharmacy – Cairo – Egypt

About us

Vezeeta is a global digital healthcare powerhouse that serves and empowers patients in every step of their healthcare journey by tapping into the power of data and knowledge. We are trusted by patients, healthcare providers, and medical industry leaders to facilitate and enhance healthcare accessibility and quality around the globe. Currently serving more than 6 million patients across 6 countries, Vezeeta is transforming the healthcare experience of patients, by digitally streamlining their healthcare journey, and enabling them to search, book, and review the best doctors and medical services in just one minute.

Our organization is quickly growing, generating demanding roles for like-minded, forward-thinking individuals – with plenty of room for professional and personal growth. If you think you share our belief in redirecting possible healthcare pains into productive tech-enabled solutions, and can add to our positive culture, we’d love to hear from you.

Benefits

At Vezeeta, we trust in the power of freedom, creativity, and flexibility, and strive to build an environment that allows you to be your best self.

Health and Wellness

We offer a variety of comprehensive plans covering medical and dental needs for you and your family. An active lifestyle is a healthy life, and so we offer several virtual yoga, CrossFit, and meditative sessions to ensure your well-being.

Flexible Hours

We are not a 9-5 company. Neither do we follow a traditional annual holiday policy. We believe in working smarter, not harder, and allowing employees to take time off, whenever and as much as they need.

Productive Workspaces

All Vezeeta offices are designed with the team in mind, with many collaborative break-out spaces, with snack and coffee rooms functioning 24/7. You also have the freedom to stream your music right at your workstation and work accompanied by your favorite tunes!

Growth Opportunities

At Vezeeta, you’ll find an environment and structure that prioritizes your personal and professional ambitions to keep employee excellence rising. We offer several learning and development programs, along with performance reviews to ensure you achieve your best.

Our Culture

We explore the field of possibilities with a curious, open, and agile mindset. We want to improve the world around us and have the courage to ask ourselves difficult questions to keep pushing our mission forward.

We work hard and play hard and most importantly, we are passionate about developing our people and giving them plenty of opportunities to grow and shine. We are stronger together and have built an awesome team of like-minded talented, caring, and fun people.

Our People

We come from everywhere, dreamers and heroes, believing always that the sky is the limit. Some of us wanted to become astronauts while others wanted to become poets but all of us have a single common denominator: we want to make the world a better place.

Today we have built the strongest team ever and we can’t wait to welcome you to the Veez team

The Role

As a fundamental member of the E-Pharmacy Team, you will play a significant role in contributing to the growth and success of Vezeeta. This is a position that will see you gain experience and skills in a wide range of areas as well as working at the forefront of the health-tech industry.

Responsibilities

• Handle Patients’ inquiries/follow-up inbound calls received on the E-Pharmacy hotline
• Acknowledging and resolving customer complaints.
• Follow up orders across the hour and follow up with field’s Account Managers to ensure successful delivery to Patient
• Maintaining a positive, empathetic, and professional attitude towards customers at all times.
• Communicating with customers through various channels.
• Conduct outbound calls to the patient for follow up on the experience or answer any complaints
• Transfer Medical inquiries to our Specialized team in order to provide trustful advice.
• Follow our process inside and out so to answer questions.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Work 6 days/week on a shift basis
• Be able to take overnight shifts as E-Pharmacy operates 24×7

• Bachelor’s degree in Pharmacy
• 0-2 years of experience as customer care representative.
• High communication skills, active listening, and professionalism.
• Ability to work under stress and take quick actions to solve problems.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer support.
• Good in English (writing and communication)
• Based in Cairo
• Industry experience is a plus
   

Areas that Add to Your Strength

• Agile: You can live, adapt and help others survive every change around you in the organization.
• Enthusiast: You possess a zest for the job — smile easily and have a positive, eager, and responsive attitude.
• Negotiator: You navigate the negotiation process that achieve mutually beneficial results.
• Organized: You own the world if you leave your car keys to find them in the same place every time.
• Influencer: You communicate with others, they listen, they process and then act on what you said

Benefits 

We believe that our people are the main drive of success in Vezeeta. That’s why we find generous and innovative ways to thank employees for their hard work and dedication. We have a whole host of benefits to help you enjoy work to the full.

• An opportunity to be part of a highly professional and dynamic team working around the world.
• A competitive benefits package including private medical schemes.
• An unparalleled personal and professional growth where you will learn from the best and grow like nowhere else.
• A flexible working environment – we appreciate that life is busy, so when operationally possible, remote working is also available.
• Unlimited vacation time
• Free music – stream your own music right at your workstation and work accompanied by your favorite tunes
• Team Building activities and Culture Days