Customer Service Representative

PERSOL; Ryde; On-site; AUD 55,000 - 75,000; Full time

Job summary

PERSOL Australia is seeking a motivated Customer Service Advisor to be the first point of contact for inbound and outbound calls within a large healthcare organisation. You will manage end-to-end order entry, ensure patient and customer details are accurate, and share product knowledge with hospitals and internal teams to deliver a seamless service.

The role requires empathy, strong communication, and proficiency with Salesforce CRM and ERP systems to process orders, quotes, and deliveries,

Qualifications

• Experience in customer service or call centre roles with high call volume.
• Ability to work in a team and show empathy with customers.
• Excellent English-speaking and written communication skills.
• Experience in order processing and handling quotes.
• Comfort with multiple software platforms (Salesforce CRM, ERP, reporting systems).

Responsibilities

• Provide excellent customer service and support through professional call handling.
• Manage and analyze incoming customer requests and assign appropriate priority.
• Provide solid product and service knowledge.
• Receive and process sales and rental orders, keep records up to date.
• Ensure accurate customer details for timely delivery and invoicing.
• Adhere to company policies, ensuring a safe and ethical work environment.
• Maintain security of company and patient information.
• Support Sales and Operations by communicating orders and service requests.
• Create quotes for hospitals, insurers, and patients.
• Follow up on delivery timeframes.
• Book couriers for returns to the warehouse.

Skills

Customer service

Call centre

Team player

Empathy

Communication skills

Order processing

Time management

Multitasking

Stress management

Tools

Salesforce CRM

ERP systems

Reporting systems

Job description

About the Role:

Expansive Healthcare organisation, leading healthcare innovations for over 70 years. They continue to move the industry forward, by helping to solve their customers' biggest challenges. The client operates in more than 300 offices and facilities around the world and is driven by dedication to improved outcomes for their clients.

The position's purpose is to provide exceptional customer service as the first point of contact for both inbound and outbound calls. You will be responsible for managing the end-to-end order entry process, ensuring customer information is accurate and up to date, and providing a high level of product knowledge and support. You will work closely with healthcare professionals across hospitals, as well as various internal teams, to ensure a seamless customer experience and consistently high levels of customer satisfaction.

Your main duties and responsibilities will include:

• Providing excellent customer service and support to customers through professional call handling skills
• Managing and analyzing incoming customer requests, to ensure the appropriate priority and attention is assigned
• Providing solid product and service knowledge
• Receiving and processing sales and rental orders, and ensuring that all records are maintained and up to date
• Ensuring customer details are accurate resulting in timely product delivery and invoicing
• Adhering to Compliance and Accountability by observing and following company policies and processes, ensuring a safe, ethical and efficient work environment
• Maintaining the highest level of security regarding both company and patient information
• Actively supporting various internal departments, particularly Sales and Operations, by communicating incoming orders and service requests
• Creating Quotes for hospitals/ Private Health Insurers/ Patients
• Following up on delivery timeframes
• Booking of couriers for return of product to warehouse

To succeed in this role, the successful candidate should meet the following criteria:

• Experience within a customer service role/call centre role, handling a high volume of calls
• Thrive and excel in a team environment
• Must have the ability to show empathy with customers & provide a high-class level of care
• Experience in order processing
• Great communication skills, excellent fluent English speaking and written
• The ability to alleviate stressful situations and create a sense of calm if required
• A High level of comfort working across multiple complimentary software platforms to complete a task eg, Salesforce CRM, various ERP systems, various reporting systems
• Good time management skills, organized and reliable
• Thrive under pressure with multiple tasks on hand; able to prioritise and identify issues that require escalation or wider stakeholder engagement
• Medical industry experience is highly desired

You must have full working rights in Australia to apply for this role.

Who we are

At PERSOL, we connect people to meaningful work and growth.
With decades of experience and a future-focused mindset, we're here to support your career journey. We offer fresh opportunities, trusted guidance, and a people-first approach.

We're committed to creating a safe, inclusive, and respectful workplace that embraces diverse experiences, backgrounds, and perspectives.
We strongly encourage applications from women, people of Aboriginal and Torres Strait Islander descent, and individuals from all communities.

Ready to make your next move?

To learn more about life at PERSOL, visit persolaustralia.com
Or follow us on LinkedIn at linkedin.com/company/persolapac for the latest updates and opportunities.