Online Customer Service Agent

Direct Chemist Outlet Online 

Customer Service Agent 

• Full Time 

Direct Chemist Outlet is a discount pharmacy brand with over 100 stores in our growing group. Our model prides itself on offering customers a wide range of products at an affordable price. With also offering our customers a high level of service, we have a strong focus on cosmetics, vitamins and prescriptions. This role will be based in our Braeside (VIC 3195) Support Centre.

Key Responsibilities:

• Responding to Customer Inquiries:
• Provide prompt and professional responses to customer inquiries via email, live chat, phone, and social media.
• Address customer questions regarding order status updates, refunds, and other inquiries promptly and accurately.
• Guide customers through the online ordering process, ensuring accuracy and efficiency.
• Assist customers with tracking orders and processing refunds according to company policies.
• Develop a deep understanding of our product offerings to provide accurate information and assistance to customers.
• Maintain detailed records of customer interactions and transactions using Zendesk or similar Customer Service software.
• Document customer feedback and complaints for analysis and improvement.
• Ensure compliance with the company's privacy policy when handling sensitive customer information.
• Collaborate with the warehouse and stores teams to address customer inquiries effectively and efficiently.
• Meet performance metrics, including responding to inquiries within 48 hours, to maintain quality standards.
• Provide feedback to management on Customer Service processes and procedures for continuous improvement.
• Participate in ongoing training and professional development opportunities to enhance Customer Service skills.

Qualifications:

• High school diploma or equivalent; bachelor's degree preferred.
• Previous experience in Customer Service, preferably in a pharmaceutical or healthcare-related field.
• Excellent communication skills, both written and verbal, with a caring and empathetic demeanor.
• Proficiency in using Zendesk or similar Customer Service software.
• Strong listening skills and a sense of responsibility toward customer satisfaction.

If you believe you are a fantastic applicant for this role, please submit your Resume and Cover Letter today!

Please note: Only shortlisted applicants will be contacted