Customer Experience Officer

RN Labs; City of Brisbane; On-site; AUD 60,000 - 75,000; Full time

Job summary

RN Labs in Murarrie, Brisbane, is seeking a Customer Experience Officer to be the friendly, reliable voice behind our customer support, helping practitioners and patients get accurate answers, smooth orders, and a great experience every time. This role sits at the intersection of healthcare, customer service and operations, emphasizing accuracy, care and clear communication.

You'll collaborate with Warehouse, Sales, Technical Support, Regulatory & Quality and Finance to keep processes running

Qualifications

• 2+ years in customer service or related roles (sales/medical/logistics administration)
• Strong written and verbal communication with empathy
• Excellent accuracy and ability to handle multiple tasks

Responsibilities

• Respond to practitioner, patient and wholesale inquiries via phone and email
• Process orders, account applications, credits and returns accurately
• Track and communicate updates on samples and test processing
• Escalate technical, regulatory or clinical queries through proper channels
• Maintain accurate customer records and support continuous improvement
• Keep communications professional, compliant and solution-focused

Skills

Customer service

Attention to detail

Communication

Problem solving

Education

Diploma/Certificate in Business or Health Admin

Tools

CRM systems

ERP

Job description

Healthy Career Opportunity!

Murarrie, Brisbane

Customer Experience Officer

RNLabs is a practitioner-only company providing supplements, functional testing and education to healthcare professionals across Australia, with TheraHealth as our retail supplement brand. We're looking for a Customer Experience Officer to be the friendly, reliable voice behind our customer support — helping practitioners and patients get accurate answers, smooth orders, and a great experience every time.

This role is ideal for someone who thrives on accuracy, communication, and care, and enjoys working at the intersection of healthcare, customer service, and operations.

About the role

As our Customer Experience Officer, you'll be the primary point of contact for customer enquiries, order processing, account maintenance, sample tracking and returns. You'll work closely with our Warehouse, Sales, Technical Support, Regulatory & Quality and Finance teams to keep things running smoothly — all while ensuring communications are accurate, compliant and genuinely helpful.

Key responsibilities

• Respond to enquiries from practitioners, patients and wholesale customers via phone, email and approved channels

• Process orders, account applications, credits and returns accurately and efficiently

• Track and communicate updates on samples and test processing

• Escalate technical, regulatory or clinical queries through the right channels

• Maintain accurate customer records and support continuous improvement initiatives

• Keep communications professional, compliant and solution-focused

About you

You are calm, organised, and service-focused, with a strong attention to detail and a genuine interest in healthcare or diagnostics.

Essential:

• 2+ years' experience in customer service, or a sales/medical/logistics administration role

• Strong computer skills with high attention to detail and accuracy

• A proactive, solutions-focused mindset

• Excellent verbal and written communication, with an empathetic, customer-first approach

• Familiarity with inventory or ERP/CRM systems

Desirable:

• Experience in functional pathology, healthcare, supplements, pharmaceuticals or wholesale

• A genuine interest in health products and services

• Background in order processing and inventory movements

• A qualification in Business Administration, Customer Service, Naturopathy, Nutrition or Health Sciences (not essential, but advantageous)

Why join RNLabs?

• Purpose-driven work supporting practitioner-led healthcare

• Supportive, collaborative team culture

• Opportunity to grow your skills within a supportive environment

This role offers the opportunity to make a meaningful contribution to patient care through high-quality service and operational excellence.

Other:

Right to work in Australia; willingness to undergo background checks and required health clearances.

Job Type: Full-time

Full-time hours: 37.5 per week