Customer Experience Specialist – CRM & Onboarding

Chemist Warehouse; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Learning & development

Annual salary reviews

Work from home 1 day/week

Paid parental leave

Employee discounts

EAP program

Onsite canteen

Shuttle service

Job summary

Sigma Healthcare powers healthcare services and operates Chemist Warehouse brands. This role supports MPS customers with responsive, solutions‑focused service, investigates issues, and provides first‑level system support.

You’ll help onboard new customers, manage data in Salesforce, and collaborate with internal teams to ensure timely resolutions. The role emphasizes strong communication, detailed record keeping, and proactive problem solving in a fast‑paced environment.

Qualifications

• Minimum Senior Certificate with 5+ years in customer service or a similar role.
• Strong customer service and communication skills with active listening.
• Excellent attention to detail and time management to meet deadlines.
• Good problem-solving and conflict-resolution abilities; know when to escalate.
• Comfortable learning new software and systems; quick system knowledge.
• Experience with Salesforce or other CRM; MS Office and SharePoint a plus.

Responsibilities

• Respond to customer enquiries in a timely, professional and solutions-focused manner.
• Provide first-level support for MPS systems and applications and troubleshoot queries.
• Support onboarding of new customers with Healthcare Operations, Production and Quality teams.
• Maintain accurate customer information in Salesforce and other systems.
• Assess enquiries by urgency and complexity; provide regular updates until resolution.
• Build relationships with customers and stakeholders to improve satisfaction.
• Complete data entry, quality reviews and other CS administration as required.
• Identify recurring issues and raise improvement opportunities through proper channels.

Skills

Customer service

Communication

Active listening

Time management

Problem solving

CRM familiarity

Education

Senior Certificate

Tools

Salesforce

Microsoft Office

SharePoint

Job description

You’ll be part of the MPS Customer Service team, supporting customers across the aged care environment and working closely with Healthcare Operations, Production, Quality and Customer Care teams. The team is the first point of contact for customer enquiries relating to MPS products, systems and software, playing an important role in resolving issues, supporting customers and ensuring a smooth experience from onboarding through to ongoing service.

About the role

As a Customer Service Specialist, you’ll provide responsive and solutions-focused support to MPS customers, helping resolve product, software and service-related enquiries. You’ll investigate and troubleshoot issues, provide first-level system support, manage customer information and ensure enquiries are followed through to resolution. You’ll also support the onboarding of new customers, working closely with internal teams to ensure a smooth transition and consistently high level of customer service.

Key responsibilities

Respond to customer enquiries in a timely, professional and solutions-focused manner, actively listening to understand their needs, investigating issues and escalating more complex matters when required.

Provide first-level support for MPS systems and applications, developing a strong understanding of internal systems and processes to troubleshoot customer queries and provide effective solutions.

Support the onboarding of new customers by working closely with Healthcare Operations, Production and Quality teams to ensure a smooth transition to MPS within agreed timeframes.

Maintain accurate and up-to-date customer information, enquiries, issues and updates within Salesforce CRM and other relevant systems.

Assess and prioritise enquiries based on urgency, impact and complexity, ensuring customer expectations are managed and regular updates are provided through to resolution.

Build strong relationships with customers and internal stakeholders, identifying opportunities to improve customer satisfaction and strengthen ongoing customer relationships.

Complete data entry, quality reviews and other customer service administration as required, while ensuring agreed deadlines and service expectations are met.

Proactively identify recurring issues and opportunities for process or service improvements and raise these through the appropriate channels.

Who are we looking for?

Minimum Senior Certificate, with 5+ years’ experience in a customer service, customer support or similar role, ideally within a fast-paced or service-focused environment.

Strong customer service and communication skills, with the ability to actively listen, understand customer needs, explain solutions clearly and manage challenging or sensitive conversations professionally.

Excellent attention to detail and time management skills, with the ability to accurately maintain customer records, manage competing priorities and consistently meet agreed deadlines.

Strong problem-solving and conflict-resolution skills, with the ability to investigate issues, identify appropriate solutions and know when to escalate matters.

Comfortable learning and supporting software applications, with the ability to quickly develop a strong working knowledge of systems and processes.

Experience with Salesforce or another CRM system will be highly regarded, along with intermediate to advanced Microsoft Office skills and experience with tools such as SharePoint.

A positive and collaborative team member who demonstrates initiative, remains calm under pressure and is adaptable to changing priorities and customer needs.

Why Join Us?

Grow your career with purpose – Access a wide range of learning and development programs, including our internally designed leadership courses (including our Women In Leadership program) to support your long-term growth. Be part of a purpose-driven organisation making a difference in healthcare, working with a collaborative and supportive team.

Be rewarded for your impact – Enjoy annual salary reviews linked to your performance, recognising the value you bring to the team.

Flexibility that works – Work from home one day per week, while staying connected with your team at our vibrant Preston Support Office four days a week. We’re committed to supporting our people through life’s important moments. Alongside our formal flexibility policies, we recognise that some circumstances, such as returning from parental leave or managing personal wellbeing may require additional consideration. In these situations, we work collaboratively on case‑by‑case arrangements to provide the support needed while balancing the requirements of the role and team.

Paid parental leave – We support growing families with six weeks of paid parental leave for primary carers and one week of paid parental leave for secondary carers.

Exclusive savings – Access generous team member discounts across a wide range of products with our partnership with Flare, including company-wide corporate offers on healthcare premiums with Bupa Healthcare, banking benefits with Comm Bank, novated leasing and a team member discount card entitling you to savings in our Chemist Warehouse Pharmacies

Support when you need it – Tap into confidential Employee Assistance Program (EAP) services for personal or professional support.

Take advantage of our subsidised and convenient onsite canteen for varied and affordable meals, coffee, confectionary and bakery items.

Easy commuting – Enjoy our complimentary shuttle bus connecting nearby train stations to the Preston Support Office, making public transport travel simple and stress‑free.

About Us

Sigma Healthcare is powering pharmacy! We have the largest pharmacy network in Australia with trusted brands including Chemist Warehouse, Amcal, Discount Drug Stores and Ultra Beauty! We are powered by our dedicated people and our leading Australian full line pharmacy wholesale and distribution business that delivers medicines to any pharmacy anywhere in Australia. With Chemist Warehouse now operating in four countries outside Australia, we continue to expand our reach.

How to Apply!

If you're ready to join a team that is shaping the future of healthcare and retail, click Apply Now to visit our Careers Page and submit your application.

Sigma Healthcare is an equal opportunity employer and is committed to fostering a diverse, inclusive, and respectful workplace where everyone can thrive. We welcome applications from people of all backgrounds and experiences and encourage you to apply, even if you don't meet every requirement listed.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Health & Beauty Retail More than 10,000 employees

Sigma Healthcare is powering pharmacy! We have the largest pharmacy network in Australia with trusted brands including Chemist Warehouse, Amcal, Discount Drug Stores and Ultra Beauty! We are powered by our dedicated people and our leading Australian full line pharmacy wholesale and distribution business that delivers medicines to any pharmacy anywhere in Australia. With Chemist Warehouse now operating in four countries outside Australia, we continue to expand our reach.

Sigma Healthcare is powering pharmacy! We have the largest pharmacy network in Australia with trusted brands including Chemist Warehouse, Amcal, Discount Drug Stores and Ultra Beauty! We are powered by our dedicated people and our leading Australian full line pharmacy wholesale and distribution business that delivers medicines to any pharmacy anywhere in Australia. With Chemist Warehouse now operating in four countries outside Australia, we continue to expand our reach.

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