Customer Support Officer

*** MUST HAVE PREVIOUS EXPERIENCE IN A MEDICAL / PHARMACEUTICAL OR MAJOR TELCO CUSTOMER SERVICE ROLE***

Liber Pharmaceuticals seeks a driven, passionate, go-getter to join our team.

We manufacture and supply Australia's only pharmaceutical-grade Nicotine Vaping Product (NVP) into the domestic pharmacy channel and are currently stocked in over 3,700 community pharmacies nationwide.

Our mission is to help all Australian smokers quit and remain smoke-free as urgently as possible. We're looking for a passionate individual excited to be a part of something great, someone driven by making a substantial contribution to the health and lives of millions of Australians.
As a Customer Support Officer, you are responsible for delivering exceptional support to pharmacies, physicians, and direct clients across phone, email, and live chat channels. In this role, you will address and resolve enquiries and issues in a professional and timely manner, fostering strong relationships with clients and acting as their advocate internally. You will collaborate with internal teams to enhance customer experience, manage the onboarding process for new Liber-registered Authorised Prescribers, and handle complaints, warranty claims, and returns. Your responsibilities will also include processing sample pack reports, tracking and managing purchase orders, and providing comprehensive administrative support to ensure efficient operations.
Overall your efforts will directly contribute to improving customer satisfaction and ensuring that Australians have the best possible chance to quit smoking for good.

The individual we are seeking must be willing to get their hands dirty and give 110% in their role to make a difference in our customers' lives.

What does the role involve?
Reporting directly to the COO, the Customer Support Officer is responsible for providing exceptional customer service to pharmacies, physicians, and direct clients through various communication channels, ensuring timely resolution of issues and high customer satisfaction.

- Collaboration with COO and POM: Work closely with the COO and POM to provide exceptional customer support to pharmacies, physicians, and direct clients via phone, email, and live chat.
- Issue resolution: Resolve pharmacists', physicians', and direct clients' issues in a timely and professional manner, ensuring a high level of customer satisfaction.
- Relationship management: Develop and maintain strong relationships with clients and act as their advocate internally to ensure their needs are met.
- Team collaboration: Collaborate with sales, operations, and product teams to ensure the best customer experience.
- Customer acquisition: Improve customer and subscriber acquisition by blending service, sales, and product knowledge.
- Onboarding support: Provide hands-on support to physicians and practice managers during the onboarding of new Liber-registered Authorised Prescribers.
- Collateral demonstration: Engage with physicians, practice managers, and reception teams to discuss and demonstrate materials such as posters and templates.
- Additional support: Identify and offer additional support, such as follow-up calls or webinars, and collaborate with the Liber team to address these needs.
- Pharmacy engagement: Outline nearby partner pharmacies and initiate engagement between the practice and preferred pharmacies.
- Continuous communication: Maintain ongoing communication with physicians and practice managers, providing instructions and support throughout the onboarding process.
- Complaint resolution: Facilitate the resolution of complaints, warranty claims, and returns for pharmacies and direct clients.
- Return enquiries: Address and resolve enquiries regarding returns from pharmacies and direct clients by providing troubleshooting guides.
- Escalation management: Escalate enquiries that require replacements to ensure prompt resolution and coordinate with the Liber team to track progress.
- Status updates: Provide continuous updates to pharmacies and direct clients on the status of their warranty claims and returns.
- Sample pack processing: Process sample pack reports and ensure accurate distribution to Liber-registered Authorised Prescribers.
- Order request verification: Receive and review sample pack order requests, verifying the requesting physician’s information.
- Data entry: Accurately input information into the sample pack master sheet to facilitate processing.
- Discrepancy management: Identify discrepancies in order reports and flag them for verification.
- Practice communication: Communicate with practice managers to confirm necessary information for sample pack orders.
- Order tracking: Manage follow-up, shipment tracking, and processing of Liber purchase orders.
- Team support: Support the wider team in various duties, ensuring the customer database is up to date and accurate.
- Internal communication: Assist in drafting high-quality written materials based on customer feedback for internal communications.
- Process improvement: Collaborate with departments to develop, implement, and manage new processes and SOPs to improve efficiency and effectiveness.
- Administrative support: Provide comprehensive administrative support, including data entry, filing, and maintaining both physical and digital records.
- Patient liaison: Act as a liaison between patients and support teams, escalating complex issues to ensure timely resolution and patient satisfaction.
- Enquiry management: Serve as the primary point of contact for enquiries from patients and pharmacies, responding in a clear and professional manner.
- Enquiry resolution: Work closely with the customer support team to facilitate and process specific enquiries, coordinating with other departments for resolution.
- General administration: Provide general administrative support, including managing emails, scheduling, and assisting with various duties as needed.
- Record keeping: Maintain detailed records of ticketed enquiries and provide regular reports and analytics to management, highlighting trends and areas for improvement.

Qualifications & Skills:
- Proven experience in a customer support role, preferably within the healthcare or pharmaceutical sector.
- Strong communication skills, both verbal and written, with the ability to provide clear, professional responses.
- Familiarity with customer support tools and platforms, including Asana, Aircall, Google Workspace, and HubSpot.
- Ability to manage multiple tasks efficiently, with strong organisational and time-management skills.
- Demonstrated problem-solving abilities and a proactive approach to resolving issues.
- Experience in handling customer enquiries, complaints, and technical support with a focus on maintaining high customer satisfaction.
- Ability to collaborate effectively with cross-functional teams to ensure smooth customer onboarding and issue resolution.
- Attention to detail and accuracy in data entry, reporting, and maintaining records.
- Adaptability to work in a fast-paced environment and handle evolving priorities.