Customer Service Officer at CW Retail Services Pty Ltd

Preston, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

14 Feb, 26

Salary

0.0

Posted On

16 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem-Solving, Communication, Attention to Detail, Empathy, CRM Systems, Order Management, Teamwork, Adaptability, Time Management

Industry

Retail Health and Personal Care Products

Description

Customer Service Officer About the Team Our Customer Service Department is the heartbeat of support for customers, store teams, and franchise partners across the Chemist Warehouse & Sigma Healthcare network! Every day brings new challenges and opportunities as we manage enquiries, provide operational and product support, resolve issues, and help deliver the exceptional experience customers expect from Australia’s leading retail pharmacy group. We’re a collaborative, fast-moving team that thrives on problem-solving, teamwork, and a shared passion for delivering outstanding service. About the Role We’re looking for a motivated and enthusiastic Customer Service Officer to join our high-performing Customer Service team. In this role, you’ll be the first point of contact for franchise partners, retail customers, and store operators; helping them navigate enquiries, troubleshoot issues, and keep operations running smoothly. If you love variety, enjoy building relationships, and take pride in creating great customer experiences, this role will keep you engaged and growing every day. What does a day in the life look like? In this role, you will: • Handle enquiries across phone, email, and online channels with professionalism and genuine care• Provide clear, accurate information on products, policies, orders, returns, and refunds• Support franchise partners with system navigation and operational questions• Troubleshoot common issues and guide customers through step-by-step solutions• Process orders and adjustments while maintaining high levels of accuracy• Investigate, resolve, or escalate complaints in a calm and empathetic manner• Follow up on outstanding cases to ensure complete resolution• Keep CRM records up to date and document customer feedback• Assist in testing new systems and contribute improvement ideas• Meet service targets, from response times to quality standards• Work closely with logistics, finance, IT, and other internal teams to resolve customer issues quickly• Share insights and participate in team discussions to strengthen service delivery• Follow compliance, privacy, and workplace safety requirementsWho are we looking for? You’re someone who loves helping people and thrives in a fast-paced service environment. You bring confidence, care, and a positive attitude to every interaction — no matter how busy the day gets. To succeed in this role, you’ll bring: • 1–2 years' experience in customer service (retail, call centre, pharmacy, or similar preferred)• A natural ability to communicate clearly and confidently• Comfort managing high-volume enquiries across multiple channels• Strong problem-solving skills and attention to detail• Ability to stay calm under pressure and show empathy in challenging situations• Experience with CRM or order management systems• Understanding of privacy and data protection requirements• A collaborative mindset and willingness to adapt to changing priorities• Certificate III in Customer Engagement is a bonusWhat's in it for you? • Join Australia’s largest and most recognised pharmacy retail group• Be part of a friendly, supportive, and energised team culture• Enjoy opportunities for professional development and internal career growth• Access generous staff discounts, wellbeing programs, and other benefits• Make a genuine impact on the customer experience and help support communities nationwide Apply Now If you’re excited by the idea of joining a fast-growing, people-first business and you’re ready to contribute to a team that makes a real difference every day, we’d love to hear from you. Apply now to become the next Customer Service Officer at Chemist Warehouse!

Responsibilities

As a Customer Service Officer, you will be the first point of contact for franchise partners and customers, handling enquiries and troubleshooting issues. You will also process orders, resolve complaints, and maintain accurate records while collaborating with internal teams.