Call Center Representative (Night Shift)

Location: Karachi (On-site)Department: Patient Experience & SupportEmployment Type: Full-Time | Night ShiftWho We AreMinerva Research Solutions is a leading Clinical Trial Management and Support organization dedicated to elevating global healthcare outcomes through innovation, operational excellence, and uncompromising quality. We partner with biotech, pharmaceutical, and healthcare institutions to deliver integrated services across the clinical trial value chain — from feasibility to closeout.Our portfolio spans Data Operations, Patient Recruitment, and Regulatory Services, enabling clients to accelerate the development of breakthrough therapies with accuracy, agility, and regulatory confidence. Governed by FDA and ICH-GCP standards, we are committed to delivering data integrity, participant safety, and reliable insights at every touchpoint.We are expanding our Customer Experience function and seeking a customer-centric, articulate, and resilient professional to join our high-performance team.Role SummaryAs a Call Center Representative, you will serve as the frontline ambassador for Minerva, representing our service standards, values, and commitment to excellence. You will play a critical role in guiding patients, partners, and stakeholders with accurate information and empathetic engagement, ensuring a seamless and compliant service experience.Key ResponsibilitiesManage inbound and outbound interactions to support patient and client inquiries on clinical services, ensuring clarity, professionalism, and accuracyDeliver a frictionless customer journey by proactively understanding needs, resolving concerns, and providing tailored supportSupport appointment coordination, participant onboarding, and dissemination of study-related information, ensuring compliance with confidentiality and data-handling standardsMaintain a high standard of service delivery aligned with Minerva’s CX principles and regulatory guidelines (FDA/ICH-GCP)Collaborate with cross-functional teams to drive timely issue resolution and consistent service continuityMaintain complete and compliant CRM documentation of all customer interactionsIdentify service gaps and escalate complex situations to the relevant teams for swift resolutionRequired Qualifications & ExperienceBachelor’s degree in any discipline (or equivalent)Exceptional communication skills in English — neutral/US accent preferred.(MANDATORY)Minimum 1 year of international customer support experience (contact center, BPO, or shared services)Experience in healthcare, life sciences, or clinical research is a plus but not mandatoryStrong analytical thinking, emotional intelligence, and client-service orientationAbility to perform in a target-driven, high-volume, and fast-paced environmentProficiency in customer service platforms/CRM tools and MS Office applicationsWillingness to work night shifts and adjust to evolving business needsWhat You’ll Gain At MinervaCompetitive compensation with performance-based rewardsComprehensive medical insuranceEOBI retirement benefitsStructured Learning & Development pathways, including certifications and career mobilityPaid annual, medical, and casual leaveMental well-being and employee support programsInclusive, collaborative, and growth-driven work cultureInternal recognition & employee engagement initiativesModern digital tools and a technology-forward workplaceTransportation facility for female staff & conveyance allowance for male staffNight shift allowanceFamily-supportive policies, including parental leaveOpportunities to contribute to community and social impact programsWork ScheduleMonday – Friday🕒 7:00 PM – 3:00 AM (On-site)Diversity, Equity & InclusionMinerva Research Solutions is an Equal Opportunity Employer. We foster a culture where individuals are valued for their unique perspectives, encouraged to challenge the status quo, and empowered to unleash their potential.Powered by JazzHR3U1dzxjj1G