Booragoon Location, Full Time Position, Excellent Working Environment.
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.
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.
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$0Perth1 Administration & Office Support
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