Call Centre Operator

Our Customer Service Contact Centre Our Customer Service Contact Centre is the central hub of support for customers, store teams and franchise partners across the Chemist Warehouse and Sigma Healthcare network. Operating in a fast paced call centre environment, we handle a high volume of inbound enquiries each day, providing operational guidance, product support, troubleshooting assistance and solutions that help deliver the exceptional experience expected from Australia’s leading retail pharmacy group. We are a collaborative team that thrives on quick thinking, strong communication and a shared commitment to delivering outstanding service across every call, email and digital interaction. About the Team Our Customer Service Contact Centre is the central hub of support for customers, store teams and franchise partners across the Chemist Warehouse and Sigma Healthcare network. Operating in a fast paced call centre environment, we handle a high volume of inbound enquiries each day, providing operational guidance, product support, troubleshooting assistance and solutions that help deliver the exceptional experience expected from Australia’s leading retail pharmacy group. We are a collaborative team that thrives on quick thinking, strong communication and a shared commitment to delivering outstanding service across every call, email and digital interaction. About the Role We are seeking a motivated and customer focused Contact Centre Operator to join our busy contact centre team. As the first point of contact for franchise partners, store operators and retail customers, you will respond to inbound calls, emails and online enquiries, ensuring every interaction is handled with professionalism, accuracy and care. If you enjoy variety, love problem solving and take pride in creating great customer experiences, this dynamic call centre role will keep you engaged and continuously building new skills. Responsibilities Manage a high volume of inbound calls, emails and online enquiries Deliver clear and accurate information regarding products, policies, ordering, returns and refunds Support franchise partners with system navigation, operational queries and workflow issues Troubleshoot customer problems and guide callers through step by step resolutions Process orders, adjustments and system updates with precision Handle customer complaints with empathy and escalates when necessary Track and follow up outstanding cases to ensure full resolution Maintain accurate and detailed CRM notes after every interaction Participate in testing new systems and provide feedback for improvements Meet daily and weekly call centre performance targets such as quality, adherence and response times Collaborate closely with logistics, IT, finance and other internal teams to resolve customer issues quickly Contribute insights and join regular team huddles to support continuous improvement Ensure compliance with privacy laws, security procedures and workplace safety standards Qualifications You are someone who enjoys helping people and thrives in a structured, fast paced contact centre environment. You communicate confidently, stay calm under pressure and bring a positive, solution focused attitude to every interaction. To succeed, you will bring: 1 to 2 years of customer service experience (call centre, retail, pharmacy or similar) Strong verbal and written communication skills Confidence handling high call volumes and multiple enquiry types Excellent problem solving skills and attention to detail Ability to remain composed and empathetic during challenging calls Experience using CRM or contact centre management systems Understanding of privacy, data security and compliance requirements A team mindset and willingness to adapt in a fast changing environment Certificate III in Customer Engagement (desirable but not required) What’s in it for you? Work within Australia’s largest and most recognised pharmacy retail group Join a friendly, supportive and high energy contact centre team Access ongoing training, development programmes and internal career pathways Enjoy generous staff discounts, wellbeing initiatives and employee benefits Make a meaningful impact on customer experience and support communities across the country Apply Now If you are ready to join a fast growing, people first organisation and you want to be part of a contact centre team that makes a real difference every day, we would love to hear from you. Apply now to become our next Contact Centre Agent at Chemist Warehouse #J-18808-Ljbffr