Customer Service Representative

Healthcare Professionals Group; City of Brisbane; Hybrid; AUD 65,000 - 70,000; Full time

Benefits offered by this job

Hybrid working

Weekend allowance

On-call rotation

Job summary

Healthcare Professionals Group is seeking a veterinary diagnostics support specialist to assist veterinary professionals via phone and email. You will troubleshoot equipment, guide customers through steps, and document outcomes. Training is provided for those new to the field.

Hybrid working and weekend/on-call rosters are part of the role. The ideal candidate is a Vet Nurse or recent science graduate with a customer-service mindset and interest in technology.

Qualifications

• Vet Nurse moving into a non-clinical role is preferred.
• Recent graduate in biomedical science, animal science, veterinary science or related field.
• Experience in pathology, diagnostics, medical devices or animal health is beneficial.
• Customer service professional with an interest in science and technology.

Responsibilities

• Provide phone and email support to veterinary professionals.
• Troubleshoot veterinary diagnostic equipment.
• Ask questions to identify causes of issues.
• Guide customers through step-by-step troubleshooting processes.
• Explain technical information clearly to customers.
• Deliver patient and empathetic customer service.
• Document customer inquiries and outcomes accurately.
• Escalate complex issues when needed.
• Develop specialist knowledge of diagnostic equipment.
• Participate in rotating weekend and on-call coverage.

Skills

Customer service

Troubleshooting

Technical learning

Communication

Education

Biomedical science degree

Tools

Salesforce

Job description

Healthcare Professionals Group – Eight Mile Plains QLD

Job Overview:

Location: Brisbane, QLD
Salary: $65,000–$70,000 + Super
Working Arrangements: Monday to Friday, plus some weekend/on-call work (with additional weekend allowance)
Roster: 8-hour working day between 7:00am–7:00pm, rotating roster provided 6 weeks in advance
Work-Life Balance: Hybrid working
Career Progression: Extensive technical training and development

About the company:

Join a global healthcare organisation specialising in veterinary diagnostics and technology. The company provides sophisticated diagnostic equipment and solutions used by veterinary professionals to support animal health and patient care.

About the role:

You will provide phone and email support to veterinary professionals using diagnostic equipment. By asking the right questions, you will identify issues and guide customers through a clear, step-by-step troubleshooting process.

This is not an IT help desk position, and previous experience repairing equipment is not required. Extensive training will be provided. We are looking for people who are curious, patient, comfortable learning technical information and genuinely enjoy helping customers.

Your responsibilities will include:

• Providing phone and email support to veterinary professionals
• Troubleshooting veterinary diagnostic equipment
• Asking questions to identify the cause of equipment issues
• Guiding customers through troubleshooting steps
• Explaining technical information in a clear and straightforward way
• Providing patient and empathetic customer service
• Accurately documenting customer enquiries and outcomes
• Escalating more complex issues when required
• Developing specialist knowledge of diagnostic equipment
• Participating in rotating weekend and on-call coverage

About you:

• A Vet Nurse interested in moving into a non-clinical role
• A recent graduate in biomedical science, animal science, veterinary science, laboratory science or a related field
• Experienced in pathology, diagnostics, medical devices or animal health
• A customer service professional with an interest in science and technology

You will also bring:

• Strong communication and customer service skills
• Patience, empathy and a calm approach
• Logical problem-solving ability
• Confidence using computers and learning new systems
• The ability to explain information clearly
• A genuine interest in animal health
• Availability to work across a rotating roster
• Previous Salesforce or technical support experience would be helpful but is not essential.

Culture:

Join a supportive and collaborative team that values patience, empathy and knowledge sharing. With dedicated training and ongoing support, you will be encouraged to ask questions, build your confidence and gradually develop your expertise. The team works closely together to solve problems and deliver a positive experience for veterinary professionals and their patients.