We are seeking a motivated and customer-focused Customer Service Agent to join our team. Reporting to the Customer Service Team Leader, this role is responsible for providing frontline support to franchise partners and retail customers, ensuring a consistently high standard of service across all touchpoints.
About the Role
As the first point of contact, you will handle customer and franchise partner enquiries, resolve issues efficiently, and contribute to continuous improvement initiatives. You will play a key role in strengthening relationships and supporting the company's reputation for excellent service.
Key Responsibilities
Customer Interaction
* Respond to enquiries via phone, email, and online channels in a timely and professional manner
* Assist with vaccination booking enquiries
* Provide accurate information on products, services, and company policies
* Process order returns and refunds in line with company procedures
* Support franchise partners with operational queries and system navigation
* Troubleshoot common issues and guide customers through solutions
* Promote additional products or services where appropriate
Issue Resolution
* Resolve customer complaints with empathy and professionalism
* Escalate complex issues to the Team Leader when required
* Follow up outstanding cases to ensure full resolution
* Identify recurring issues and suggest process improvements
* Apply conflict resolution techniques in challenging situations
Data & Systems
* Maintain accurate records in CRM systems
* Document customer feedback and actions taken
* Verify data accuracy when processing orders and returns
* Assist with testing new system features and provide feedback
Service Standards
* Meet or exceed service level targets
* Uphold company values and deliver a positive customer experience
* Adhere to privacy, data protection, and compliance requirements
* Participate in quality audits and implement corrective actions
Collaboration & Teamwork
* Work closely with internal teams (logistics, finance, IT)
* Support promotions and product launches
* Share customer insights to improve service delivery
* Contribute to team meetings and continuous improvement initiatives
Workplace Health & Safety
* Comply with WHS policies and procedures
* Take reasonable care for personal and team wellbeing
About You
Qualifications & Experience
* 1–2 years' experience in a customer service role (retail, call centre, or similar)
* Experience handling high-volume enquiries
* Familiarity with order management systems (desirable)
* Complaint handling and escalation experience
* Strong IT and computer skills
* Understanding of privacy and data protection requirements
Personal Attributes
* Strong verbal communication skills
* High level of empathy, patience, and resilience
* Proactive, hands-on, and solutions-focused
* Excellent problem-solving skills and attention to detail
* Ability to work collaboratively and adapt to change
* Comfortable working with people from diverse cultural backgrounds
Why Join Us?
* Supportive team environment
* Opportunity to build strong stakeholder relationships
* Contribute to service improvement initiatives
* Be part of a values-driven organisation with a 'can-do' culture
If you interested, Please Apply or send your resume to