Customer Service Officer

Ebos Group; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

Symbion, part of EBOS Group, is seeking a Customer Service Specialist to join the National Customer Service Team. You will deliver exceptional service to pharmacy and hospital customers, collaborate across departments, and manage inquiries through multiple channels.

You will need strong communication, a customer-focused mindset, and the ability to multi-task in a fast-paced environment. Pharmaceutical knowledge is desirable and training will be provided.

Qualifications

• Experience in a customer service environment.
• Pharmaceutical product knowledge is desirable.
• Ability to multi-task in a fast-paced environment.
• Intermediate computer skills; proficient in Microsoft Word and Excel.

Responsibilities

• Deliver superior customer service to internal and external customers and build strong relationships.
• Collaborate with all departments to support seamless operations.
• Respond to inbound inquiries within agreed timeframes.
• Process transactions with accuracy and attention to detail.
• Identify and resolve customer concerns or recurring issues and escalate when needed.
• Manage queue calls and requests from multiple channels.
• Provide consistent support to stakeholders across the business.
• Support the Customer Service Manager with tasks and projects.

Skills

Interpersonal communication

Customer service

Multi-tasking

Problem solving

Teamwork

Confidentiality

Tools

Salesforce

Genesys

SAP

Job description

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

The Symbion National Customer Service Team is seeking a dedicated Customer Service Specialist to join our dynamic and high‑performing team. If you are passionate about delivering exceptional customer service and building strong, lasting relationships, we would love to hear from you.

What You Will Do

• Deliver superior customer service to internal and external customers, fostering strong and positive relationships.
• Collaborate effectively with all departments to support seamless operations.
• Respond to all inbound enquiries within agreed timeframes.
• Ensure all transactions are processed with accuracy and attention to detail.
• Identify, capture, and resolve customer concerns or recurring issues, escalating to the appropriate department within agreed timelines.
• Manage queue calls and process requests received from multiple channels.
• Provide consistent support to both internal and external stakeholders.
• Develop cross‑functional capability across all customer service tasks.
• Communicate updates to the Customer Service team as required.
• Maintain flexibility with break times to support smooth daily operations.
• Assist the Customer Service Manager with tasks and projects as needed.
• Commit to continuous skill development and improvement.
• Maintain a positive attitude and treat all staff and customers with respect at all times.
• Adhere to company policies, procedures, and expectations relating to conduct, workload, and teamwork.

What We Are Looking For

• Excellent interpersonal and communication skills, including a professional phone manner.
• Strong customer service skills with the ability to exceed expectations and deliver consistent value.
• A genuine desire to go above and beyond for customers.
• Knowledge of pharmaceutical products (desirable but not essential).
• Ability to multi‑task effectively in a fast‑paced environment.
• Resilience in managing setbacks, frustrations, or unexpected outcomes.
• Confident communication and sound conflict resolution skills.
• Strong problem‑solving ability for both customer and internal issues.
• Intermediate computer and keyboard skills, with proficiency in Microsoft Word and Excel.
• Understanding of company policies, processes, and procedures.
• Customer‑focused mindset with the ability to build rapport with stakeholders at all levels.
• Strong team contribution, initiative, and reliability.
• Ability to maintain confidentiality at all times.
• Previous experience with Salesforce, Genesys, or SAP is highly desirable.