Customer Support Specialist (Part Time)

Montu

1d • Remote

About The Position

The Customer Support Specialist’s core role is to be the frontline support for our wholesale pharmacy partners and ensure that every interaction results in an excellent experience for both our current and potential customers. The Customer Support Specialist handles both inbound and outbound communications via phone and email and provides daily team support to ensure the smooth flow of inquiries and complaints within the Commercial and New Business team. This is a part-time role, working 2 days per week: Wednesdays and Fridays.

Requirements

• Demonstrated experience in a similar customer facing role, where autonomy, problem solving and attention to detail were demonstrated.
• Extensive experience with high volume customer queries and resolutions.
• Demonstrated client service focus with a warm telephone manner and the ability to ask effective questions and demonstrate active listening techniques.
• Outstanding communication & interpersonal skills with proven ability to communicate effectively across all levels and mediums.
• Demonstrated ability to deal with challenging customer interactions using proven de-escalation techniques.
• Solutions focussed - innovative with a flare for conflict resolution and strategic problem solving.
• Proficiency in records management, ensuring accurate and organised documentation of customer interactions and operational processes.
• Competent in G-suite.

Nice To Haves

• Experience in a call-centre environment is not essential but will be highly advantageous.

Responsibilities

• Engage with customers proactively and responsively, addressing enquiries effectively and promptly.
• Approach each customer interaction with a positive and friendly demeanour, reflecting our commitment to excellent customer service.
• Act as a central point of contact for wholesale clients, clarifying information, assisting with requests, and escalating when necessary.
• Display empathy and a solution-centric attitude in resolving complaints with a focus on customer retention.
• Analyse and resolve customer issues quickly & efficiently, demonstrating a solutions-oriented mindset, seeking to minimise any customer dissatisfaction.
• Keep customer satisfaction at the core of every decision and behaviour, ensuring a positive customer experience.
• Review and approve orders, coordinate with suppliers to support timely dispatch of patient medication, maintaining meticulous attention to detail.
• Document customer interactions, feedback, and resolutions to contribute to a comprehensive database of customer feedback.
• Effectively manage multiple customer inquiries simultaneously, demonstrating high attention to detail and organisational skills.
• Record interactions in Zendesk, our CRM, and spreadsheets as required for some processes.
• Collaborate with internal departments to escalate and resolve complex customer issues requiring specialised expertise.
• Provide insights gained from customer interactions to contribute to the continuous improvement of customer support processes and product/service enhancement.
• Coordinate between internal clinical and operations teams, external pharmacies, clinics, suppliers, and other stakeholders to ensure smooth service delivery.
• Maintain comprehensive knowledge of our products and services to provide accurate information, guidance, and troubleshooting to customers.
• Participate in training programs and stay informed about industry best practices to enhance skills and knowledge in customer support.

Benefits

• Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• Mental health support through our wellbeing platform, Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: No Education Listed