Business: Symbion
Location:
Acacia Ridge, QLD, AU, 4110
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Employment Type: Permanent Full Time
Customer Service Operator
The Company
Symbion is a national wholesaler of healthcare services and products with over 3,850 retail pharmacy customers and 1,800 hospital customers across Australia.
Symbion is a division of EBOS Healthcare and part of EBOS Group Pty Ltd. With almost 5,700 employees in 133 locations across Australia, New Zealand, and Southeast Asia EBOS Group is the largest and most diversified Australasian marketer, wholesaler and distributor of healthcare, medical and pharmaceutical products. It is also a leading marketer and distributor of recognised animal care brands.
EBOS Group is publicly listed on the New Zealand and Australian stock exchanges.
The opportunity:
Symbion’s National Customer Service Team is seeking a Customer Service Superstar to join our dynamic team in Acacia Ridge, QLD. This is a full-time, office-based role, working Monday to Friday, 9:00am – 5:00pm, with on-site parking available. If you are passionate about providing exceptional customer service and building strong relationships, we would love to hear from you.
What you will do:
Deliver outstanding customer service to both internal and external customers, with a strong focus on ownership, follow-up and resolving enquiries end-to-end
Build and maintain strong relationships by proactively communicating updates and ensuring customer expectations are met or exceeded
Work collaboratively across all departments to achieve timely and effective outcomes for customers
Answer inbound contacts within agreed timeframes, managing high volumes professionally and efficiently
Process all transactions with a high level of accuracy, attention to detail and data integrity
Investigate, capture and resolve customer concerns, identifying trends and working with relevant teams to address root causes
Take accountability for problem solving, ensuring issues are followed through to resolution rather than passed on
Actively manage queue calls and process requests received from multiple channels
Provide ongoing support and clear communication to both internal and external stakeholders
Develop cross-skilling across all customer service functions to support team flexibility
Provide updates to the wider Customer Service team as required
Demonstrate flexibility with break times to support daily operational requirements
Support the Customer Service Manager as needed
Continuously develop skills and product knowledge
Maintain a positive attitude and treat all customers and colleagues with respect
Adhere to company policies, procedures and operational requirements
What we are looking for:
Proven experience in a customer service or call centre environment, with a strong focus on handling high-volume inbound calls
Excellent interpersonal and communication skills, including a confident and professional telephone manner
A genuine passion for customer service, with a focus on consistently exceeding customer expectations
Ability to multitask and manage competing priorities in a fast-paced environment
Resilience and the ability to manage challenging conversations, setbacks or unexpected outcomes professionally
Strong conflict resolution skills, with the confidence to handle difficult situations effectively
Well-developed problem-solving skills, with the ability to identify and resolve both customer and internal issues
Intermediate computer skills, including Microsoft Word and Excel
Ability to build rapport and maintain strong relationships with internal and external stakeholders
A team-focused approach, with the confidence to use initiative and work independently when required
Reliable, punctual and able to maintain confidentiality
Desirable (but not essential):
Knowledge of pharmaceutical products
Experience using Salesforce, Genesys and/or SAP
Benefits
This is a unique opportunity to work in a company where you are valued, given the recognition you deserve and suitably rewarded for your hard work.
Other benefits include:
- Employee Share Plan;
- Company Paid Parental Leave;
- Employee Assistance Program for Mental Health Wellbeing;
- Staff Awards;
- Employee Referral Program;
- Health Insurance Discounts;
- And More.
We are committed to fostering a workplace that values diversity and inclusion. As an equal opportunity employer, we actively strive to build a gender-equitable team and cultivate a culture that embraces individuals from all walks of life. We welcome applications from candidates of diverse backgrounds, abilities, ages, and cultures (including First Nations Peoples).
Our commitment to inclusivity extends to supporting candidates with disabilities throughout the recruitment process. If you require any accommodations due to disability, please inform us by reaching out to
[email protected]. We believe that a diverse and inclusive workforce enriches our organisation and contributes to our success.
How to apply
If you believe that you have the necessary attributes to succeed in this challenging and rewarding role ‘APPLY’ now and submit your application.
Pre-employment checks may be required and will be discussed with the successful candidate.
We are unable to proceed with your application if your current visa restrictions preclude you from being able to perform the role in line with immigration laws.
No agency assistance required.
