Pharmacy Assistant - Customer Experience & Operations; Onsite

Dogs, cats, budgies and everything in between - pets deserve the world. They make us want to be better humans. That's why we've made it our mission to build the most engaged and passionate community of pets and pet parents across the world. And we're looking for talented team mates who can help us do it.

Founded in Sydney, our team of 500+ pet obsessives span Australia, New Zealand and the Philippines. We've scaled to become one of Australia's top five eComm companies and the no.1 online pet store. But we're just getting started. Like a whippet who's spotted their mate across the dog park, our growth is only going to accelerate, as we continue to disrupt the way that pet parents shop.

Excitingly, the pet industry is booming (as in $15 billion kind of booming) and online pet retail is set to grow exponentially in the next five years. So this is a unique career opportunity to be part of our epic growth story.

This is a casual role, fully on-site, based at our Pemulwuy pharmacy, working five days a week, Monday to Friday from 9:00 am to 5:30 pm.

Pet pharmacy is growing, and consumer habits are changing - Pet Circle is uniquely positioned to revolutionise this $500 Million market opportunity!

Pet Circle Pharmacy is transforming the way pet parents access and manage prescription medications. We believe in doing things differently, putting pets and their owners at the heart of every decision. By providing better choice, value, and convenience, we enable pet parents to enhance their pets' quality of life more easily than ever before.

We're looking for a customer-focused and detail-oriented specialist to deliver high-volume customer support and help keep pharmacy operations moving accurately and efficiently in a fast-paced, KPI-driven environment.

• Deliver best-in-class customer service in a high-volume and complex environment, responding primarily through email and live chat, with some outbound calls.
• Take end-to-end ownership of customer enquiries relating to orders, deliveries, prescription requirements and the pharmacy ordering process, working independently to resolve issues while meeting individual and team KPIs and SLAs.
• Manage prescription-related administration and correspondence, supporting customers and veterinary clinics through each stage of the prescription process.
• Complete administrative checks of prescription and order information in line with pharmacy SOPs and regulatory requirements, escalating discrepancies or matters requiring pharmacist review.
• Accurately pick, pack, label and prepare customer orders for dispatch.
• Identify and resolve issues that may delay prescription processing, order fulfilment or delivery, liaising with customers, veterinary clinics, pharmacists and delivery partners as needed.
• Support stock receipt, inventory management, order fulfilment and general pharmacy operations.
• Maintain accurate customer, prescription and order records across customer service, order management and pharmacy systems.
• Act as the Voice of the Customer by identifying recurring issues, sharing insights and contributing ideas to improve processes and the customer experience.
• Move flexibly between customer experience and hands-on pharmacy operations based on daily volumes and priorities, with the opportunity to support additional dispensary activities over time following appropriate training.

• At least one year of experience in a fast-paced, KPI-driven customer service or operations environment. Pharmacy or dispensary experience is highly regarded but not essential.
• High self-motivation and discipline to independently resolve customer issues, while collaborating closely with the team to achieve the best outcome.
• A naturally curious mindset, with an interest in AI and new technologies and how they can be used to work smarter, improve processes and deliver a better customer experience.
• Excellent written and verbal communication skills, with a customer-first approach to resolving enquiries.
• Strong attention to detail and the ability to follow SOPs, checklists and regulated processes accurately.
• Confidence using multiple online systems, including CRM, ticketing or order-management platforms.
• A quick-learning, organised and resilient approach, with the ability to prioritise competing tasks under pressure.
• A low-ego, team-first mindset and willingness to move between customer support and hands-on pharmacy operations.
• A genuine interest in pets, pet health and supporting pet parents.