Who we are:

GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the world's most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.

What you'll be doing: 

We are seeking a qualified and customer-focused pharmacist to manage incoming customer queries via WhatsApp and phone calls in our pharmacy’s call center. The role involves providing accurate information about medications, addressing customer concerns, processing prescription-related inquiries, and ensuring an exceptional customer experience. The ideal candidate will leverage their pharmaceutical knowledge to guide customers effectively while maintaining compliance with professional standards and company policies.

Job Description:

Key Success Drivers
• Deliver exceptional customer service by addressing customer queries professionally and empathetically.
• Ensure accurate and timely guidance on medications and prescriptions to build customer trust.
• Maintain compliance with legal and professional standards in all interactions.
• Optimize response times and ensure seamless communication via phone and WhatsApp.
• Contribute to the pharmacy’s reputation for reliability, safety, and customer-centricity.

Accountabilities and Responsibilities
Customer Interaction and Support:
• Respond to customer inquiries via WhatsApp and phone calls, providing accurate and relevant pharmaceutical advice.
• Address prescription-related concerns, including dosage, interactions, side effects, and substitutions.
• Assist customers with product availability, pricing, and general pharmacy-related queries.
• Escalate complex medical concerns to the appropriate healthcare provider when necessary.

Compliance and Quality Assurance:
• Ensure all communications comply with pharmacy regulations and ethical guidelines.
• Maintain detailed and accurate records of customer interactions for accountability and follow-up.
• Stay updated on industry trends, medication updates, and regulatory changes.

Operational Efficiency:
• Manage call and message queues effectively to minimize response times and enhance service efficiency.
• Identify and address recurring customer concerns, offering proactive solutions to improve processes.
• Collaborate with pharmacy staff to streamline prescription processing and product availability updates.

Collaboration and Teamwork:
• Work closely with the in-store pharmacy team to ensure seamless coordination between the call center and physical pharmacy operations.
• Provide feedback and insights to management regarding customer trends and service improvements.

Customer Education and Awareness:
• Educate customers about the proper use of medications and health products.
• Promote adherence to prescribed treatments and highlight the importance of following medical advice.

Functional/Technical Competencies:

• Pharmaceutical Knowledge:
o In-depth understanding of medications, including indications, contraindications, side effects, and interactions.
o Familiarity with prescription guidelines and over-the-counter (OTC) products.

• Customer Service Expertise:
o Strong communication and interpersonal skills for effectively handling customer queries.
o Ability to empathize and provide patient-centric advice in a professional manner.

• Technical Proficiency:
o Competence in using call center systems, CRM tools, and WhatsApp Business for customer interaction.
o Proficiency in maintaining accurate electronic records of customer interactions.

• Regulatory and Compliance Knowledge:
o Understanding of pharmacy regulations, confidentiality standards (e.g., HIPAA or local equivalents), and professional ethics.
o Knowledge of legal guidelines for dispensing medications and providing advice.

• Problem-Solving Skills:
o Ability to assess customer concerns quickly and provide accurate solutions.
o Skills to escalate and coordinate complex queries with healthcare professionals.

• Time Management and Multitasking:
o Efficient handling of multiple queries across channels (phone and WhatsApp) without compromising service quality.
o Ability to prioritize tasks based on urgency and customer needs.

• Health and Safety Awareness:
o Commitment to promoting safe medication practices and addressing misuse or safety concerns appropriately.

Educational Qualification:

• Bachelor’s Degree in Pharmacy (B.Pharm) or an equivalent qualification.
• Pharmacist License issued by the relevant health authority (e.g., DHA, MOH, HAAD, or other local licensing bodies).