About the role

Join Chemist2U and make a real difference for customers who rely on us to deliver their pharmacy needs at home. In this combined customer support and dispensary technician role, you'll validate and price prescription orders, handle pharmacy enquiries, and provide exceptional service across multiple channels — all from the comfort of your own home.

Dispensary technician experience is highly regarded but not essential — we welcome applicants who are qualified and eager to grow in the role.

Prescription management

• Receive and validate prescriptions via our internal Dashboard
• Apply knowledge of pharmacy practice, PBS requirements, legislative obligations, and professional standards
• Handle inbound and outbound calls to customers and pharmacies
• Deliver exceptional service via phone, email, online chat, and service tickets in line with business metrics and KPIs

Customer support

• Manage customer enquiries promptly via Zoom Contact Center
• Communicate with empathy and care, particularly in sensitive or challenging situations
• Identify and resolve issues accurately, escalating where needed
• Educate customers on products and self-help options to support independent resolution
• Document all interactions and resolution steps

Process and procedures

• Maintain a thorough understanding of our products, services, and internal processes
• Contribute detailed feedback to improve support processes
• Prioritise workload effectively to meet internal and external KPIs

Continuous improvement

• Manage multiple tasks simultaneously with strong attention to detail
• Share knowledge and best practices with your team
• Contribute to product and service improvements based on customer feedback
• Help foster a positive, collaborative team environment

Systems and tools

Each shift you will work across Zoom Contact Center and our internal Dashboard — both platforms are connected but serve different functions. Team members self-manage daily allocation to maintain efficiency, supporting each other across functions as needed.

This is a permanent full-time position working a rotating fortnightly roster Monday to Sunday, 9:00am – 9:00pm. Hourly rates reflect all applicable penalty rates.