Remote Customer Support (Pharmacy)

Drugstore.ng is building Nigeria's online pharmacy. The person answering our customers is the one who decides whether the service feels trustworthy, and this role sits on that front line.

You'll handle customer enquiries across our order, delivery and product channels. What makes this different from general support is the pharmacological grounding: you'll recognise when a question is actually a clinical one, handle it correctly, and route it to a pharmacist rather than guess. Most of the work is operational. The reason we're hiring someone with a pharmacology background is the part that isn't.

What you'll do

• Respond to customer enquiries across WhatsApp, phone, email and in-app chat within agreed response times

• Resolve order, payment, delivery, substitution and returns issues end to end, working with operations and delivery partners

• Provide general, non-clinical product information: pack sizes, formulations, storage, availability, listed generic equivalents

• Identify enquiries that require a registered pharmacist and escalate them promptly, with full context attached

• Record every interaction: what was asked, what was advised, what was escalated

• Report any suspected adverse drug reaction, product quality complaint or counterfeit immediately, following our procedure

• Spot patterns in the enquiry log and raise them — repeat questions usually mean something upstream is broken

• Handle customer health information strictly in line with the Nigeria Data Protection Act 2023

• Work an assigned shift pattern covering evenings and weekends