Night Shift Call Center Representative

About the role

Minerva Research Solutions is expanding its Patient Experience & Support team in Karachi. As a Night Shift Call Center Representative you will be the first point of contact for patients, partners and stakeholders, delivering accurate information and empathetic service while adhering to regulatory standards.

Key responsibilities

• Handle inbound and outbound calls and messages, providing clear, professional guidance on clinical trial services.
• Assist with appointment scheduling, participant onboarding, and distribution of study‑related information while maintaining confidentiality.
• Document all interactions in the CRM system, ensuring compliance with FDA and ICH‑GCP guidelines.
• Identify service gaps, escalate complex issues to relevant teams, and collaborate across functions to resolve problems quickly.
• Maintain a high level of service quality aligned with Minerva’s customer experience principles.

Required profile

• Bachelor’s degree or equivalent.
• Minimum 1 year of international customer support experience, preferably in a contact‑center or BPO environment.
• Excellent English communication with a neutral/US accent.
• Strong analytical thinking, emotional intelligence and ability to thrive in a high‑volume, target‑driven setting.
• Willingness to work night shifts and adapt to evolving business needs.

Required skills

• Proficiency with customer service platforms/CRM tools.
• Strong command of Microsoft Office applications.

What we offer

• Competitive compensation with performance‑based rewards.
• Comprehensive benefits package.
• Opportunities for professional growth within a global clinical‑research organization.