Customer Support Administrator

Montu is a leading Australian medical cannabis company facilitating efficient patient access to life-changing medication. We have built a technically focused cannabis ecosystem, which streamlines the experience for patients end-to-end, and sets new standards in cannabis care.

Recently recognised as No1 in the Deloitte Tech Fast 50, No5 in the AFR Fast Starters, and following two record-breaking investment rounds, Montu is in a hyper growth phase and actively looking to expand the team to take the company to the next level. Join us on our mission to improve the lives of millions of patients with medical cannabis therapies.

About The Role:

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.

1. Customer 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.

2. 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.

3. 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

4. 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.
• please note* This role can be based anywhere in Australia

About You:

• 2+ years 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.
• Proficiency in records management, ensuring accurate and organised documentation of customer interactions and operational processes.
• Competent in g-suite.

Benefits:

You will be joining a highly motivated dynamic international team, with proven company builders and backers. Your ideas and contribution will be highly valued and directly influence the direction and progress of the business.

You Will Also Enjoy:

• Joining an expanding global company in its exciting growth phase
• Unlimited access to the SAGED and Greenhouse learning platforms
• Discounts with over 450 retailers across Australia through the Merit Reward and Recognition platform
• A collaborative, focused and driven culture that rewards high achievers
• Competitive salary and package
• Opportunity for remote work
• Mental health support through our wellbeing platform Unmind
• Shaping the future of the cannabis industry as it evolves into a multibillion-dollar market