Call Center Representative (Night Shift)

Location: Karachi (On-site)
Department: Patient Experience & Support
Employment Type: Full-Time | Night Shift

Minerva Research Solutions is a leading Clinical Trial Management and Support organization committed to advancing global healthcare through innovation, operational excellence, and quality. We collaborate with biotech, pharmaceutical, and healthcare institutions to provide comprehensive services across the clinical trial lifecycle—from feasibility to closeout. Our expertise includes Data Operations, Patient Recruitment, and Regulatory Services, all governed by FDA and ICH-GCP standards to ensure data integrity, participant safety, and reliable insights. We are currently expanding our Customer Experience team and are looking for a customer-focused, articulate, and resilient professional to join us as a Call Center Representative. In this role, you will be the primary point of contact for patients, partners, and stakeholders, delivering accurate information and empathetic support while upholding Minerva’s high service standards and regulatory compliance.

Key Responsibilities
- Manage inbound and outbound calls to address patient and client inquiries related to clinical services, ensuring clear, professional, and accurate communication.
- Provide a seamless customer experience by proactively understanding needs, resolving issues, and offering personalized support.
- Assist with appointment scheduling, participant onboarding, and distribution of study-related information while maintaining strict confidentiality and data protection standards.
- Uphold service quality in line with Minerva’s Customer Experience principles and regulatory requirements (FDA/ICH-GCP).
- Collaborate with cross-functional teams to ensure timely resolution of issues and maintain service continuity.
- Accurately document all customer interactions in the CRM system, ensuring compliance and completeness.
- Identify service gaps and escalate complex matters to appropriate teams for prompt resolution.

Required Qualifications
- Bachelor’s degree in any discipline or equivalent.
- Exceptional communication skills in English, with a neutral or US accent preferred (mandatory).
- Minimum of 1 year of international customer support experience in contact centers, BPOs, or shared services environments.
- Strong analytical skills, emotional intelligence, and a client-service mindset.
- Ability to thrive in a fast-paced, target-driven, high-volume setting.
- Proficiency in customer service platforms, CRM tools, and MS Office applications.
- Willingness to work night shifts and adapt to changing business needs.

Preferred Qualifications and Benefits
Experience in healthcare, life sciences, or clinical research is advantageous but not required.

At Minerva, you will receive competitive compensation with performance-based incentives, comprehensive medical insurance, and EOBI retirement benefits. We offer structured learning and development opportunities, including certifications and career advancement pathways. Employees enjoy paid annual, medical, and casual leave, along with mental well-being and support programs. Our inclusive and collaborative culture promotes growth, internal recognition, and employee engagement. You will work with modern digital tools in a technology-forward environment. Additional benefits include transportation facilities for female staff, conveyance allowance for male staff, night shift allowance, family-supportive policies such as parental leave, and opportunities to participate in community and social impact initiatives.

Work Schedule
Monday – Friday
7:00 PM – 3:00 AM (On-site)

Minerva Research Solutions is an Equal Opportunity Employer. We value diverse perspectives, encourage innovation, and empower our employees to reach their full potential.