Customer Service Systems Analyst

Sigma Healthcare Limited; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work from home 1 day per week

Shuttle service to Preston office

Paid parental leave

Annual salary reviews

Job summary

Sigma Healthcare Limited is seeking a Customer Service Systems Analyst to optimise and enhance customer service systems, including chatbot, AI and self-service platforms. You will partner with Customer Service and other stakeholders to ensure reliable systems aligned with business needs, and you will analyse performance to drive automation and better customer journeys.

The role focuses on improving efficiency, reducing contact demand and delivering better customer experiences through data-driven

Qualifications

• Experience with customer experience systems, CRM platforms or contact centre technologies.
• Ability to interpret data and translate insights into practical system improvements.
• Strong communication and stakeholder engagement skills in a changing technology environment.

Responsibilities

• Maintain customer service systems, knowledge bases, chatbot conversations and automation processes.
• Monitor system performance, troubleshoot issues and coordinate testing, releases and enhancements.
• Identify and implement continuous improvement across digital customer journeys, data quality and self-service capabilities.

Skills

Customer experience systems

CRM platforms

Chatbot / AI / automation

Analytical thinking

Stakeholder engagement

Communication skills

Problem-solving

Tools

Chatbot platforms

Automation tools

Data analysis tools

Job description

The Customer Service team is the first point of contact for customer enquiries, providing support and assistance across a range of channels. The team plays an important role in resolving customer issues, delivering positive customer experiences and identifying opportunities to improve service delivery and make it easier for customers to get the help they need.

About the role

The Customer Service Systems Analyst supports the optimisation and ongoing enhancement of customer service systems, including chatbot, AI and self-service platforms, to improve efficiency and customer experience. Working closely with Customer Service and other stakeholders, the role ensures systems are reliable and aligned with business needs. The role also analyses system performance and customer interactions to identify opportunities to improve automation, reduce contact demand and enhance the overall customer journey.

Key responsibilities

Maintain customer service systems, knowledge bases, chatbot conversation flows and automation processes, ensuring accurate configurations and reliable operation.

Monitor system performance, analyse customer interaction data, troubleshoot issues and coordinate testing, releases and system enhancements with internal teams and vendors.

Identify and implement continuous improvement opportunities across digital customer journeys, system integrations, data quality and self-service capabilities.

Who are we looking for

Experience with customer experience systems, CRM platforms, digital channels or contact centre technologies, with exposure to chatbot, AI or automation tools.

Strong analytical, problem-solving and organisational skills, with the ability to interpret data and translate insights into practical system improvements.

Excellent communication and stakeholder engagement skills, strong attention to detail, and a proactive approach to continuous improvement in a changing technology environment.

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.

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.

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.