Call Center Representative

Location: Karachi (On-site)

Department: Patient Experience & Support

Employment Type: Full-Time | Night Shift

Who We Are

Minerva 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 Summary

As 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 Responsibilities

• Manage inbound and outbound interactions to support patient and client inquiries on clinical services, ensuring clarity, professionalism, and accuracy.
• Deliver a frictionless customer journey by proactively understanding needs, resolving concerns, and providing tailored support.
• Support appointment coordination, participant onboarding, and dissemination of study-related information, ensuring compliance with confidentiality and data-handling standards.
• Maintain 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 continuity.
• Maintain complete and compliant CRM documentation of all customer interactions.
• Identify service gaps and escalate complex situations to the relevant teams for swift resolution.

Required Qualifications & Experience

• Bachelor'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 mandatory.
• Strong analytical thinking, emotional intelligence, and client-service orientation.
• Ability to perform in a target-driven, high-volume, and fast-paced environment.
• Proficiency in customer service platforms/CRM tools and MS Office applications.
• Willingness to work night shifts and adjust to evolving business needs.

What You'll Gain at Minerva

• Competitive compensation with performance-based rewards
• Comprehensive medical insurance
• EOBI retirement benefits
• Structured Learning & Development pathways, including certifications and career mobility
• Paid annual, medical, and casual leave
• Mental well-being and employee support programs
• Inclusive, collaborative, and growth-driven work culture
• Internal recognition & employee engagement initiatives
• Modern digital tools and a technology-forward workplace
• Transportation facility for female staff & conveyance allowance for male staff
• Night shift allowance
• Family-supportive policies, including parental leave
• Opportunities to contribute to community and social impact programs

Work Schedule

Monday – Friday

7:00 PM – 3:00 AM (On-site)

Diversity, Equity & Inclusion

Minerva 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.

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