Customer Service Officer

• Handle enquiries across phone, email, and online channels with professionalism and genuine care
• Provide clear, accurate information on products, policies, orders, returns, and refunds
• Support franchise partners with system navigation and operational questions
• Troubleshoot common issues and guide customers through step-by-step solutions
• Process orders and adjustments while maintaining high levels of accuracy
• Investigate, resolve, or escalate complaints in a calm and empathetic manner
• Follow up on outstanding cases to ensure complete resolution
• Keep CRM records up to date and document customer feedback
• Assist in testing new systems and contribute improvement ideas
• Meet service targets, from response times to quality standards
• Work closely with logistics, finance, IT, and other internal teams to resolve customer issues quickly
• Share insights and participate in team discussions to strengthen service delivery
• Follow compliance, privacy, and workplace safety requirements

• 1–2 years' experience in customer service (retail, call centre, pharmacy, or similar preferred)
• A natural ability to communicate clearly and confidently
• Comfort managing high-volume enquiries across multiple channels
• Strong problem-solving skills and attention to detail
• Ability to stay calm under pressure and show empathy in challenging situations
• Experience with CRM or order management systems
• Understanding of privacy and data protection requirements
• A collaborative mindset and willingness to adapt to changing priorities

Certificate III in Customer Engagement is a bonus

• Join Australia’s largest and most recognised pharmacy retail group
• Be part of a friendly, supportive, and energised team culture
• Enjoy opportunities for professional development and internal career growth
• Access generous staff discounts, wellbeing programs, and other benefits
• Make a genuine impact on the customer experience and help support communities nationwide