Call Center Representative – Night Shift

About the role

As a Call Center Representative you will be the frontline ambassador for Minerva, handling patient and client inquiries related to clinical trial services during night hours. You will ensure accurate, empathetic communication while maintaining compliance with FDA and ICH‑GCP standards.

Key responsibilities

• Manage inbound and outbound calls, providing clear information on clinical services and study details.
• Support appointment coordination, participant onboarding, and dissemination of study‑related information while safeguarding confidentiality.
• Maintain complete, compliant CRM documentation of all interactions and identify service gaps for escalation.
• Collaborate with cross‑functional teams to resolve issues promptly and ensure service continuity.

Required profile

• Bachelor’s degree in any discipline or equivalent.
• Minimum 1 year of international customer support experience in a contact‑center or BPO environment.
• Strong analytical thinking, emotional intelligence, and ability to work in a high‑volume, target‑driven setting.
• Willingness to work night shifts (7 PM – 3 AM) and adapt to evolving business needs.

Required skills

• Proficiency with customer service platforms/CRM tools.
• Advanced use of Microsoft Office applications.
• Excellent English communication skills with a neutral/US accent.

What we offer

• Competitive compensation with performance‑based rewards and night‑shift allowance.
• Comprehensive medical insurance, EOBI retirement benefits, and paid leave.
• Structured learning & development pathways, certifications, and career mobility.
• Inclusive, collaborative culture with internal recognition and employee support programs.