Description:
Lifebridge Pharma, a sister company of Citi Pharma, is looking for a Customer Experience Executive to manage all inbound customer interactions for our nutraceutical brand, Dr. Harley's.
Responsibilities
- Respond to customer queries across:
- WhatsApp Business
- Facebook Messenger
- Instagram DMs
- Email
- Organize leads into funnel stages (new, engaged, converted)
- Make order confirmation calls and follow-ups
- Educate and guide customers on product usage, benefits, and recommendations
- Convert leads into loyal customers through proactive engagement
- Maintain customer records and feedback logs
- Share weekly reports (twice a week) including:
- Number of customers handled
- Leads converted
- Follow-up summaries
- Use AI tools (e.g., ChatGPT) to create quick responses, FAQs, and content
- Coordinate with fulfillment and dispatch teams for smooth order delivery
- Make order confirmation calls and follow-ups to ensure accurate order processing
- Coordinate daily dispatch activities with the relevant team members to ensure all parcels are processed promptly after order confirmations
- Review packed parcels to confirm they contain the correct goods before shipment
- Book orders through Shopify, ensuring they are confirmed and properly tracked
- Generate load sheets and track all orders to ensure timely delivery and accuracy
- Flag any product-related concerns or feedback to the relevant team
Qualifications
- 6+ months experience in a similar customer support or sales coordination role
- Must have worked in a pharma, nutraceutical, herbal, or vitamin supplements company