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 dedicated to advancing global healthcare through innovation, operational excellence, and high-quality standards. We collaborate with biotech, pharmaceutical, and healthcare institutions to provide integrated services throughout 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 seeking a customer-focused, articulate, and resilient Call Center Representative to join us in delivering exceptional service.

Key Responsibilities
- Manage inbound and outbound communications to address patient and client inquiries related to clinical services, ensuring professionalism, accuracy, and clarity.
- Facilitate a seamless customer journey by proactively understanding needs, resolving issues, and offering personalized support.
- Coordinate appointments, assist with participant onboarding, and provide study-related information while maintaining strict confidentiality and compliance with data protection standards.
- Uphold Minerva’s customer experience principles and comply with regulatory guidelines including FDA and ICH-GCP.
- Collaborate with cross-functional teams to ensure timely resolution of issues and maintain consistent service delivery.
- Accurately document all customer interactions in the CRM system, ensuring completeness and compliance.
- 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 abilities, emotional intelligence, and a client-service mindset.
- Ability to thrive in a fast-paced, target-driven, high-volume work environment.
- Proficiency in customer service platforms, CRM tools, and MS Office applications.
- Willingness to work night shifts and adapt to changing business requirements.

Preferred Qualifications and Benefits
- Experience in healthcare, life sciences, or clinical research is advantageous but not required.
- Competitive salary with performance-based incentives.
- Comprehensive medical insurance and EOBI retirement benefits.
- Structured learning and development programs, including certifications and career advancement opportunities.
- Paid annual, medical, and casual leave.
- Mental well-being and employee support initiatives.
- Inclusive and collaborative work culture that encourages growth and innovation.
- Internal recognition programs and employee engagement activities.
- Access to modern digital tools and a technology-driven workplace.
- Transportation facility for female staff and conveyance allowance for male staff.
- Night shift allowance.
- Family-supportive policies, including parental leave.
- Opportunities to participate in community and social impact programs.

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

Minerva Research Solutions is an Equal Opportunity Employer committed to fostering a diverse and inclusive environment where all individuals are valued for their unique perspectives and empowered to reach their full potential.