📍 Location: Karachi
🏢 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 globally recognized standards such as FDA regulations and ICH-GCP, we ensure data integrity, participant safety, and reliable insights at every stage.

We are expanding our Customer Experience function and seeking a Spanish-speaking, customer-centric professional to join our high-performance team.

Role Summary

As a Spanish Call Center Representative, you will be the frontline ambassador for Minerva, providing support to Spanish-speaking patients, partners, and stakeholders. You will ensure accurate, empathetic, and compliant communication, representing our values and service standards.

Key Responsibilities

• Manage inbound and outbound interactions for Spanish-speaking patients and clients with professionalism and accuracy.

• Deliver a frictionless customer journey, proactively resolving concerns and providing tailored support.

• Support appointments, participant onboarding, and study-related communication while ensuring confidentiality.

• Maintain all interactions according to clinical research regulations and service quality standards.

• Collaborate with cross-functional teams to ensure timely issue resolution.

• Keep accurate CRM documentation for all interactions.

• Identify service gaps and escalate complex cases appropriately.

• Uphold Minerva’s CX standards at all touchpoints.

Required Qualifications & Experience

• Bachelor’s degree in any discipline (or equivalent).

• Fluent in Spanish and English (neutral/US accent preferred in English).

• Minimum 1 year of international customer support experience (BPO, contact center, or shared services).

• Experience in healthcare, life sciences, or clinical research is a plus.

• Strong analytical thinking, emotional intelligence, and client-service orientation.

• Comfortable in a target-driven, high-volume, fast-paced environment.

• Proficient with CRM tools and MS Office applications.

• Willingness to work night shifts and adapt to business needs.

What You’ll Gain at Minerva

• Competitive salary with performance-based incentives

• Comprehensive medical insurance & EOBI benefits

• Structured Learning & Development programs and certifications

• Paid leave: annual, medical, casual

• Mental well-being and employee support programs

• Inclusive, collaborative, and growth-oriented culture

• Internal recognition & engagement initiatives

• 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 initiatives

Work Schedule

Monday – Friday
🕒 7:00 PM – 3:00 AM (On-site)

Diversity, Equity & Inclusion

Minerva Research Solutions is an Equal Opportunity Employer. We value diverse perspectives, encourage innovation, and empower every individual to reach their full potential.