Call Center Representative (Night Shift)

Minerva Research Solutions, a recognized leader in Clinical Trial Management and Support, is looking for a dedicated Call Center Representative to join its Patient Experience & Support team in Karachi. This full-time, on-site night shift position plays a crucial role in delivering outstanding service to patients, partners, and stakeholders by providing accurate information and empathetic communication. The ideal candidate will demonstrate Minerva’s commitment to operational excellence, regulatory compliance, and patient-centered care, ensuring a smooth and compliant customer experience in a dynamic clinical research setting.

Key Responsibilities
- Handle inbound and outbound calls to respond to patient and client inquiries related to clinical services, maintaining professionalism and accuracy at all times.
- Proactively understand customer needs to facilitate a seamless journey, resolve issues, and provide personalized support.
- Schedule appointments, onboard study participants, and share study-related information while strictly adhering to confidentiality and data protection policies.
- Comply with Minerva’s customer experience standards and regulatory requirements, including FDA and ICH-GCP guidelines.
- Work closely with cross-functional teams to ensure timely resolution of concerns and consistent service delivery.
- Accurately document all interactions in the CRM system, ensuring completeness and regulatory compliance.
- Identify service gaps and escalate complex issues to the appropriate teams for prompt resolution.

Required Qualifications
- Bachelor’s degree in any discipline or equivalent qualification.
- Excellent English communication skills with a neutral or US accent (mandatory).
- At least one year of international customer support experience in contact centers, BPOs, or shared services environments.
- Strong analytical skills, emotional intelligence, and a client-focused mindset.
- Ability to perform well in a target-driven, high-volume, and fast-paced workplace.
- Proficiency with customer service platforms, CRM tools, and Microsoft Office applications.
- Willingness to work night shifts and adapt to evolving business needs.

Preferred Qualifications and Benefits
Experience in healthcare, life sciences, or clinical research is a plus but not mandatory. Minerva offers competitive compensation with performance-based incentives, comprehensive medical insurance, and EOBI retirement benefits. Employees benefit from structured learning and development programs, including certifications and clear career advancement paths. Additional perks include paid annual, medical, and casual leave; mental well-being and employee support initiatives; and a collaborative, inclusive work environment. The company promotes internal recognition programs and provides access to modern digital tools within a technology-forward workplace. Transportation facilities are available for female employees, with conveyance allowances for male staff, along with a night shift allowance. Family-friendly policies such as parental leave and opportunities to participate in community and social impact projects further enrich the employee experience.

Work Schedule
Monday to Friday, 7:00 PM to 3:00 AM (On-site).

Minerva Research Solutions is an Equal Opportunity Employer dedicated to fostering diversity, equity, and inclusion. The organization values diverse perspectives, encourages innovation, and empowers employees to achieve their full potential.