Customer Service Support Officer

Booragoon Location, Full Time Position, Excellent Working Environment.

About Us

Wizard Pharmacy Services (WPS) supports the Wizard Brand and its Franchise Members to deliver on the Wizard Pharmacy purpose of 'enhancing the quality of life through science and nature-based wellness solutions'.

We are seeking an enthusiastic person with excellent communication skills, retail experience, familiarity with various retail IT solutions and a passion for providing excellent customer service.  

The ideal candidate will be able to operate well in an established and fast paced customer support environment, supporting both Pharmacy Teams and their Retail Customers directly.   

The Role

As a Customer Service Support Officer, you will be liaising with our customers, both our Pharmacy Teams and our Retail Consumers.   

You will be responsible for identifying and responding to customer needs quickly whilst providing a seamless service to customers in processing requests and general enquiries. Dealing with all incoming enquiries into WPS, you will be responsible for investigating and resolving software issues, dealing with process enquiries and supporting our Pharmacy teams to resolve their queries. Through Customer Care, you will also be required to manage all incoming enquiries from our Retail Consumers received into WPS, resolving problems, answering questions, directing them to the best location to seek a final solution or gain health and wellness advice etc.

You will work as part of the Retail Services Team reporting to the Customer Service Manager.  The Retail Services Team is responsible for ensuring that all Wizard Pharmacies are operationally efficient and that the Wizard Brand is delivering an operationally effective Business Platform to its Franchisees so that each Pharmacy Team member can focus on whats most important to the Wizard Brand, the Customer. 

Areas of responsibility

  • Responding to incoming enquiries timely and in a knowledgeable and positive manner
  • Dispatching incoming tickets to relevant WPS departments.
  • Manage Customer Care enquires from our Retail customers
  • Assist in managing workflows for our online Retail Pharmacy
  • Providing support by troubleshooting, investigating and liaising with other team members along with 3rd party software and hardware providers to diagnose the causes and implement corrective actions
  • Day to day operational support, solving issues in the areas of Point Of Sale, Daily Banking Reconciliation, Receivals, Invoicing, Registers, Backup, Rewards, Data Maintenance etc.
  • Identifying common issues what does this mean
  • Identifying when further training is required and when training manuals will need to be updated to reflect the updates and make recommendations
  • Retail Operations support defining best practise, new processes, supporting the Retail Services Manager and store task assignment.
  • Performing and Reporting on Store compliance outcomes
  • Measuring customer service levels
  • Creation and maintenance of a WPS knowledge base
  • Assist with project and new developments
  • Support Testing of new solutions/system developments
  • Managing weekly newsletter for our Pharmacy teams.

Applicant requirements:

  • At least 2 years of strong customer service exposure
  • Experience working in a similar role within a retail environment is desirable
  • Excellent problem solving skills and demonstrated ability to work collaboratively in a team environment, with particular emphasis on flexibility and adaptability
  • Ability to prioritise multiple tasks to meet agreed service levels
  • Accurate documentation of calls and tickets
  • Thrive on working in a small support team and a fast paced environment
  • Self-starter and independent whilst working in a team environment
  • This position requires someone who has good communication and organisational skills, strong customer service skills, excellent attention to detail and a genuine passion for customer service.
  • Knowledge of Salesforce would be an advantage
  • Excellent written and verbal communication skills
  • Intermediate user level of Microsoft Office suite

22/06/2020 $0 Perth 1 Administration & Office Support
Apply for this job

Option 1: Use this option if you want to upload a new cover letter and a Resume file

Apply Now ! Send Your Resume