Call Center Representative (Night Shift)

About the role

As a Call Center Representative you will be the frontline ambassador for Minerva, delivering accurate information and empathetic engagement to patients, partners and stakeholders. You will work night shifts to ensure a seamless, compliant service experience for clinical trial participants.

Key responsibilities

• Manage inbound and outbound interactions to support patient and client inquiries on clinical services.
• Provide tailored support, resolve concerns and coordinate appointments, onboarding and study‑related information.
• Maintain high‑standard service delivery aligned with CX principles and FDA/ICH‑GCP regulatory guidelines.
• Collaborate with cross‑functional teams for timely issue resolution and service continuity.
• Document all customer interactions in CRM with complete, compliant records.
• Identify service gaps and escalate complex situations to relevant teams.

Required profile

• Bachelor’s degree in any discipline or equivalent.
• Exceptional English communication skills with a neutral/US accent.
• Minimum 1 year of international customer support experience (contact centre, BPO or shared services).
• Experience in healthcare, life sciences or clinical research is a plus.
• Strong analytical thinking, emotional intelligence and client‑service orientation.
• Ability to perform in a target‑driven, high‑volume, fast‑paced environment.
• Willingness to work night shifts and adapt to evolving business needs.

Required skills

• CRM tools
• MS Office applications

What we offer

• Competitive compensation with performance‑based rewards
• Comprehensive medical insurance
• EOBI retirement benefits
• Structured Learning & Development pathways, including certifications
• Paid annual, medical and casual leave
• Mental well‑being and employee support programs
• Inclusive, collaborative, growth‑driven work culture
• Transportation facility for female staff & conveyance allowance for male staff
• Night shift allowance
• Family‑supportive policies, including parental leave