Customer Support Officer

*** MUST HAVE PREVIOUS EXPERIENCE IN A MEDICAL / PHARMACEUTICAL OR MAJOR TELCO CUSTOMER SERVICE ROLE***

Liber Pharmaceuticals is seeking a driven, passionate and experienced go-getter to join our management team.

Our mission is to help all Australian smokers quit and remain smoke-free as urgently as possible. While one million fewer smokers are our immediate focus, a completely smoke-free Australia is our ultimate goal. We’re looking for a passionate individual excited to be a part of something great, someone driven by making a substantial contribution to the health and lives of millions of Australians.

We manufacture and supply Australia’s only pharmaceutical-grade Nicotine Vaping Product (NVP) into the domestic pharmacy channel and are currently stocked in over 2,200 community pharmacies nationwide.

As a newly created hybrid role, you’ll be a pivotal member of our team, reporting directly to the Chief Operating Officer (COO) and collaborating with all sides of the company to ensure our administration is kept in tip-top shape, whilst providing our exceptional level of customer service/support, which will ensure Australians have the best possible chance at quitting smoking for good.

The individual we seek must be willing to get their hands dirty and give 110% in their role to make a difference in our customers’ lives.

Moving further into your career at Liber Pharmaceuticals, you will have a flexible arrangement of some working days in our Brisbane office and some days working from the comfort of your own home. You will be given all the tools you need to be a true success and an opportunity to leave your mark!

What does the role involve?
Reporting to the Chief Operating Officer you will consistently deliver a remarkable customer service experience by acting as the front line of communication (primarily via email, phone, Social Media, DMs, and live chat).

You will work extensively with customers to provide timely solutions including;
– Responding to customer questions and comments via phone, email, DM’s and live chat with speed and professionalism
– Order follow-ups, shipment tracking and processing orders
– Responsible for resolving complaints to ensure customer retention and satisfaction
– Improving customer acquisition by combining service and sales skills with product knowledge
– Supporting the wider team in various duties
– Supporting internal communications activities, including drafting written materials to a high standard, based on customer feedback.

What kind of person are we looking for?
You love to communicate with people (our customers are amazing!), solve problems, drive sales and be part of a team that is customer-focused. You will ideally have 2+ years of experience in eCommerce / retail (not essential). More importantly, you must have a proactive small business ‘can do’ attitude to make things happen.

Our ideal candidate will be able to use an array of skillsets as outlined:
– Experienced in a customer service environment
– Able to problem-solve autonomously and respond to the needs of e-commerce customers
– Able to juggle multiple conversations with customers, track trends and data to help improve the customer experience
– Manage relationships with our customers and third-party service providers
– Agile and open to a continually changing and growing business
– Not afraid to pick up the phone to have a difficult conversation
– A friendly person who thrives on a love of satisfying our customers
– Accurate and efficient data entry with attention to detail
– Strong Interpersonal skills
– Professionally presented
– Experience managing contacts in cloud-based CRM platforms,
– Experience managing projects and tasks in cloud-based task management platforms,
– An incredible ability to prioritise own workload
– Excellent time management skills
– Works well under pressure
– Be able to work independently as well as part of a team
– Be available for the odd weekend phone call and/or email response