AddressPosition Title: Customer Support Administrative Assistant
Employment Type: Full Time
Reporting To: Dispensary Manager
Role and Responsibilities:
- Please note: This position is Monday - Friday and is located at our Pharmacy which is in the South Eastern Suburbs of Melbourne.
The Role
We are seeking a compassionate and dependable Administrative Assistant for our pharmacy team. This role entails handling escalated customer inquiries via Slack, email and collaborating closely with the pharmacy team to provide prompt and accurate responses. The ideal candidate will excel in communication, possess problem-solving skills and demonstrate a high level of empathy when addressing patient concerns.
Key Responsibilities:
- Respond to escalated cases our customer service team has raised via Slack and email to address their inquiries and concerns.
- Work closely with our pharmacy team to address and resolve patient issues.
- Provide empathetic and patient-centric support to resolve issues effectively.
- Escalate complex issues to the appropriate departments and ensure timely resolutions.
- Maintain constant communication with our customer service team to ensure they are updated and have guidance on the next steps.
- Contribute to ways of improving the patient and customer service experience.
- Collaborate with team members to improve overall customer service processes.
- Stay updated on company products, services, the patient experience and changes to the overall platform.
- Ad-hoc pharmacy administrative duties may be required.
Requirements:
- Proven experience in a customer service role, preferably within the healthcare or medicinal cannabis industry.
- Outstanding communication skills, both verbal and written.
- Exceptional telephone demeanour.
- Strong problem-solving abilities and the capacity to handle sometimes complex issues with challenging patients.
- Empathetic and patient-centric approach to customer service.
- Ability to handle sensitive information confidentially.
- Reliable and punctual with a strong work ethic.
- Ability to work independently and as part of a team.
- Familiarity with CRM systems such as Hubspot, Livechat and Slack is a plus.
How to Apply:
If you are passionate about patient support and want to be part of a growing company in the medicinal cannabis industry, we would love to hear from you. Please submit your Resume and a Cover Letter detailing your experience and why you would be a great fit for this role.
