Customer Service Systems & Automation Analyst

MyChemist Retail Group; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Learning & development programs

Paid parental leave (6 weeks)

Work from home 1 day per week

Salary reviews

Team member discounts

Employee Assistance Program

Shuttle bus to Preston Office

Job summary

Sigma Healthcare is seeking a Customer Service Systems Analyst to optimise and enhance customer service platforms, including chatbot, AI and self-service tools. You will work with stakeholders to ensure reliable, fit-for-purpose systems and analyse performance to improve automation and the overall customer journey.

In this role you’ll maintain knowledge bases and workflow automations, monitor system health, and drive continuous improvement across digital journeys and data quality, partnering

Qualifications

• 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, with a proactive approach to continuous improvement in a changing technology environment.

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.

Skills

Customer experience systems

CRM platforms

Digital channels

Chatbot

AI

Automation tools

Tools

Automation tools

Job description

Sigma Healthcare is seeking a Customer Service Systems Analyst to optimise and enhance customer service platforms, including chatbot, AI and self-service tools. You will work with stakeholders to ensure reliable, fit-for-purpose systems and analyse performance to improve automation and the overall customer journey.

In this role you’ll maintain knowledge bases and workflow automations, monitor system health, and drive continuous improvement across digital journeys and data quality, partnering