Contact Center - Pharmacy Assistant - BinSina Pharmacy

Position SummaryThe Pharmacy Assistant – Call Center serves as a primary point of contact for BinSina’s omni-channel customer touchpoints. Operating in a fast-paced contact center, this role delivers high-touch customer care by managing inbound calls, WhatsApp inquiries, e-commerce support, prescription processing, and insurance verification. The role ensures seamless coordination between BinSina’s retail network, digital platforms, and last-mile delivery teams to maintain BinSina's standard of excellence across the UAE.Key ResponsibilitiesOmni-Channel Customer Care & Order ManagementRespond promptly to customer inquiries across phone, WhatsApp, live chat, and BinSina e-commerce platforms regarding prescriptions, OTC products, dermocosmetics, and wellness ranges.Accurately input, process, and track medication orders and express home deliveries through BinSina’s central order management and pharmacy software systems.Liaise directly with BinSina retail branches and last-mile delivery dispatchers to ensure prompt, accurate order fulfillment and doorstep delivery.Assist customers with BinSina promotional offers, loyalty program rewards, product availability, and retail store locations across the UAE.Prescription & Insurance Handling (with Supervision of a Pharmacist)Verify patient details, e-prescriptions, and insurance card coverage prior to order processing.Assist with insurance pre-authorization workflows, liaising with insurance portals (e.g., Shafafiya, eClaimLink) and escalation desks where applicable.Recognize clinical queries, prescription validation requirements, or complex drug interaction questions and route them immediately to the licensed Tele-Pharmacist on duty.Ensure strict compliance with UAE Ministry of Health and Prevention (MOHAP), Dubai Health Authority (DHA), Department of Health (DOH), and local regulatory guidelines regarding prescription dispensing and data privacy.Operational Support & Service ExcellenceMaintain BinSina’s service standards by delivering empathetic, solution-oriented customer service and resolving delivery or order discrepancies efficiently.Support outbound call campaigns for refill reminders, medication adherence, and customer care follow-ups.Log all customer interactions, complaints, and requests into the CRM system accurately for tracking and quality assurance.