Customer Support Specialist (Part Time)

Company Description

Montu is Australia's largest healthtech business with a focus on alternative healthcare. Founded in 2019, it supports patients, doctors and pharmacies through its Alternaleaf clinic, offers accredited healthcare education to clinicians via its SAGED platform, and dispensing solutions to pharmacies across Australia through Leafio. Montu is also the founding member of Cannabis Council Australia, a not-for-profit advocacy body that advances legislative change across the healthcare landscape. Guided by our Culture of Care, our mission is to make alternative healthcare more affordable and accessible for the millions who could benefit - a commitment recently recognised at the Cannabiz Awards, where Montu took home Best Use of Technology for Alternaleaf's IDC and Distributor of the Year for Leafio.

Please note: This is a part time role - 2 days per week: Tuesday's and Thursday's.

Job Description

The Customer Support Specialist’s core role is to be the frontline support for our wholesale pharmacy partners and ensure that every interaction results in an excellent experience for both our current and potential customers. The Customer Support Specialist handles both inbound and outbound communications via phone and email and provides daily team support to ensure the smooth flow of inquiries and complaints within the Commercial and New Business team.

Client Relations 

• Engage with customers proactively and responsively, addressing enquiries effectively and promptly. 
• Approach each customer interaction with a positive and friendly demeanour, reflecting our commitment to excellent customer service.
• Act as a central point of contact for wholesale clients, clarifying information, assisting with requests, and escalating when necessary.

Complaint Resolution/Customer Retention: 

• Display empathy and a solution-centric attitude in resolving complaints with a focus on customer retention.
• Analyse and resolve customer issues quickly & efficiently, demonstrating a solutions-oriented mindset, seeking to minimise any customer dissatisfaction.
• Keep customer satisfaction at the core of every decision and behaviour, ensuring a positive customer experience.

Administration & Coordination:

• Review and approve orders, coordinate with suppliers to support timely dispatch of patient medication, maintaining meticulous attention to detail.
• Document customer interactions, feedback, and resolutions to contribute to a comprehensive database of customer feedback.
• Effectively manage multiple customer inquiries simultaneously, demonstrating high attention to detail and organisational skills. 
• Record interactions in Zendesk, our CRM, and spreadsheets as required for some processes.

Communication & Collaboration:

• Collaborate with internal departments to escalate and resolve complex customer issues requiring specialised expertise.
• Provide insights gained from customer interactions to contribute to the continuous improvement of customer support processes and product/service enhancement.
• Coordinate between internal clinical and operations teams, external pharmacies, clinics, suppliers, and other stakeholders to ensure smooth service delivery.

Continuous Improvement:

• Maintain comprehensive knowledge of our products and services to provide accurate information, guidance, and troubleshooting to customers.
• Participate in training programs and stay informed about industry best practices to enhance skills and knowledge in customer support.

Qualifications

• Demonstrated experience in a similar customer facing role, where autonomy, problem solving and attention to detail were demonstrated.
• Extensive experience with high volume customer queries and resolutions.
• Demonstrated client service focus with a warm telephone manner and the ability to ask effective questions and demonstrate active listening techniques.
• Outstanding communication & interpersonal skills with proven ability to communicate effectively across all levels and mediums. 
• Demonstrated ability to deal with challenging customer interactions using proven de-escalation techniques.
• Solutions focussed - innovative with a flare for conflict resolution and strategic problem solving. 
• Proficiency in records management, ensuring accurate and organised documentation of customer interactions and operational processes.
• Competent in G-suite.
• Experience in a call-centre environment is not essential but will be highly advantageous.

Additional Information

At Montu, our work is defined by a culture of care that starts internally with our teams and extends directly to the patients at the forefront of everything we do. You’ll be joining a high-performing, fast-paced team at the intersection of health and technology, where ambition meets execution and care drives real impact.

We operate in a driven, results-focused environment where ambitious individuals can push boundaries, move at pace, and contribute to better outcomes for everyone.

Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• Mental health support through our wellbeing platform, Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.

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We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.