Company DescriptionMontu is Australia’s largest medical cannabis company. With operations in Australia and Europe, we take a technology-first approach to improving the medical cannabis patient experience – whether it’s by delivering best-in-class online clinical care, or through our industry-leading product lines and innovative supply chain management tools.Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the medical cannabis experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more.Recognised by the Deloitte Fast 50 as the fastest growing tech company in Australia for two years running – with revenue growth of over 26,000% and 9,000% – Montu is now the largest business of its kind outside North America.
Job DescriptionThe
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.Client Relations
- Engage with customers proactively and responsively, addressing inquiries promptly.
- Approach each customer interaction with a positive and friendly demeanor, 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.
Complaint Resolution/Customer Retention
- Display empathy and a solution-centric attitude in resolving complaints, focusing on customer retention.
- Analyse and resolve customer issues quickly and efficiently, seeking to minimize any dissatisfaction.
- Keep customer satisfaction at the core of every decision and behavior, ensuring a positive customer experience.
Administration & Coordination
- Review and approve orders, coordinate with suppliers for timely dispatch of patient medication, maintaining meticulous attention to detail.
- Document customer interactions, feedback, and resolutions to contribute to a comprehensive database.
- Manage multiple customer inquiries simultaneously, demonstrating high attention to detail and organizational skills.
- Record interactions in Zendesk, our CRM, and spreadsheets as required.
Qualifications+ 2 years experience in a similar customer facing role, where autonomy, problem solving and attention to detail were demonstratedExtensive 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.Proficiency in records management, ensuring accurate and organised documentation of customer interactions and operational processes.Competent in g-suite.Experience in a call-centre environment is not essential but will be highly advantageous.
Additional InformationYou’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.
Other benefits include:- Unlimited access to the SAGED and Greenhouse learning platforms.
- Discounts with over 450 retailers through the Merit Reward and Recognition platform.
- Competitive salary and package.
- Fully remote, work-from-home role.
- Access to co-working spaces in Sydney, Melbourne and Brisbane.
- Mental health support through our wellbeing platform, Unmind
- Being part of one of the fastest-growing industries in Australia while improving the lives of hundreds of thousands of patients.
#LI-AP1We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.
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