Night Shift Call Center Representative

About the role

As a Call Center Representative on the night shift, you will be the frontline ambassador for Minerva, guiding patients, partners and stakeholders through clinical trial services with empathy, accuracy and regulatory compliance.

Key responsibilities

• Manage inbound and outbound interactions to support patient and client inquiries on clinical services.
• Deliver a frictionless customer journey by understanding needs, resolving concerns and providing tailored support.
• Support appointment coordination, participant onboarding and dissemination of study‑related information while maintaining confidentiality.
• Maintain high‑standard service delivery aligned with Minerva’s CX principles and FDA/ICH‑GCP guidelines.
• Collaborate with cross‑functional teams to ensure timely issue resolution and service continuity.
• Document all customer interactions in the CRM system and identify service gaps for escalation.

Required profile

• Bachelor’s degree in any discipline or equivalent.
• Minimum 1 year of international customer support experience (contact centre, BPO or shared services).
• Exceptional English communication with a neutral/US accent.
• Ability to work night shifts and thrive in a high‑volume, target‑driven environment.
• Strong analytical thinking, emotional intelligence and client‑service orientation.

Required skills

• Proficiency with customer service platforms/CRM tools.
• Advanced use of MS Office applications (Word, Excel, PowerPoint).

What we offer

• Competitive compensation with performance‑based rewards.
• Comprehensive medical insurance and EOBI retirement benefits.
• Structured learning & development pathways, certifications and career mobility.
• Paid annual, medical and casual leave, plus mental‑well‑being programs.
• Inclusive, collaborative work culture with internal recognition initiatives.
• Night‑shift allowance, transportation facility for female staff and conveyance allowance for male staff.
• Family‑supportive policies, including parental leave.