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Customer Service Systems Analyst
Chemist Warehouse. Maintain customer service systems, knowledge bases, chatbot conversation flows and automation processes .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in maintaining and optimizing customer service systems, including chatbots and AI platforms, while leveraging strong analytical skills to enhance customer experiences and drive continuous improvement initiatives.
Highest-signal resume keywords
Customer Experience SystemsCRM PlatformsChatbot Automation ToolsAnalytical Problem-SolvingStakeholder Engagement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
System ConfigurationData AnalysisSystem TroubleshootingContinuous Improvement ImplementationDigital Customer Journeys
Soft Skills
Organizational SkillsAttention to DetailProactive ApproachExcellent Communication
Tools & Technologies
Chatbot PlatformsAI ToolsAutomation ProcessesContact Centre Technologies
Industry Keywords
Customer Interaction DataSystem EnhancementsSelf-Service Capabilities
About the role
Key responsibilities & impact- Maintain customer service systems, knowledge bases, chatbot conversation flows and automation processes
- Ensure accurate configurations and reliable system operation
- Monitor system performance and analyse customer interaction data
- Troubleshoot issues and coordinate testing, releases and system enhancements with internal teams and vendors
- Identify and implement continuous improvement opportunities across digital customer journeys, system integrations, data quality and self-service capabilities
- Support optimisation and ongoing enhancement of chatbot, AI and self-service platforms
- Improve efficiency, customer experience, automation, contact demand and the overall customer journey
Requirements
What you’ll need- Experience with customer experience systems, CRM platforms, digital channels or contact centre technologies
- Exposure to chatbot, AI or automation tools
- Strong analytical, problem-solving and organisational skills
- Ability to interpret data and translate insights into practical system improvements
- Excellent communication and stakeholder engagement skills
- Strong attention to detail
- Proactive approach to continuous improvement in a changing technology environment
Benefits
Comp & perks- Access to learning and development programs, including internally designed leadership courses and the Women In Leadership program
- Annual salary reviews linked to performance
- Work from home one day per week
- Six weeks of paid parental leave for primary carers
- One week of paid parental leave for secondary carers
- Team member discounts across products through Flare
- Corporate offers on Bupa Healthcare premiums
- Banking benefits with Comm Bank
- Novated leasing
- Team member discount card for Chemist Warehouse Pharmacies
- Confidential Employee Assistance Program (EAP) services
- Subsidised onsite canteen
- Complimentary shuttle bus connecting nearby train stations to the Preston Support Office