Job Description

The Opportunity

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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.

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What You Will Do

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- Deliver outstanding customer service to both internal and external customers, with a solid focus on ownership, follow-up and resolving enquiries end-to-end
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- Build and maintain strong relationships by proactively communicating updates and ensuring customer expectations are met or exceeded
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- Work collaboratively across all departments to achieve timely and effective outcomes for customers
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- Answer inbound contacts within agreed timeframes, managing high volumes professionally and efficiently
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- Process all transactions with a high level of accuracy, attention to detail and data integrity
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- Investigate, capture and resolve customer concerns, identifying trends and working with relevant teams to address root causes
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- Take accountability for problem solving, ensuring issues are followed through to resolution rather than passed on
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- Actively manage queue calls and process requests received from multiple channels
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- Provide ongoing support and clear communication to both internal and external stakeholders
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- Develop cross-skilling across all customer service functions to support team flexibility
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- Provide updates to the wider Customer Service team as required
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- Demonstrate flexibility with break times to support daily operational requirements
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- Support the Customer Service Manager as needed
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- Continuously develop skills and product knowledge
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- Maintain a positive attitude and treat all customers and colleagues with respect
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- Adhere to company policies, procedures and operational requirements
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What We Are Looking For

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- Proven experience in a customer service or call centre environment, with a robust focus on handling high-volume inbound calls
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- Excellent interpersonal and communication skills, including a confident and qualified telephone manner
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- A genuine passion for customer service, with a focus on consistently exceeding customer expectations
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- Ability to multitask and manage competing priorities in a fast-paced environment
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- Resilience and the ability to manage challenging conversations, setbacks or unexpected outcomes professionally
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- Strong conflict resolution skills, with the confidence to handle difficult situations effectively
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- Well-developed problem-solving skills, with the ability to identify and resolve both customer and internal issues
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- Intermediate computer skills, including Microsoft Word and Excel
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- Ability to build rapport and maintain strong relationships with internal and external stakeholders
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- A team-focused approach, with the confidence to use initiative and work independently when required
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- Reliable, punctual and able to maintain confidentiality
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- Desirable (but not essential):n n
- Knowledge of pharmaceutical products
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- Experience using Salesforce, Genesys and/or SAP
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Benefits

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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.

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Other benefits include:

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We are committed to fostering a workplace that values diversity and inclusion. As an equal prospect 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).

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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.

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