Customer Care Specialist

Lyka; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work

Pet-friendly offices

L&D budget

Parental leave

Wellbeing support

Job summary

Lyka, an Australian pet wellness company, is seeking a Customer Care Advisor to be the first point of contact for customers. You will resolve issues related to accounts, orders and deliveries while providing expert advice on dog nutrition and wellness.

Join a fast-growing start-up with hybrid work in Sydney/Melbourne, a focus on growth, development and employee wellbeing, and a supportive team culture.

Qualifications

• Experience in a customer-facing role with problem solving and issue resolution.
• Excellent English communication and writing skills.
• Strong computer skills and ability to learn new tools quickly.
• Highly organized with attention to detail.
• Willingness to learn dog nutrition and wellness.
• Able to work across a rotating 7-day roster.

Responsibilities

• Be the first point of contact for customers via livechat, phone and email.
• Resolve issues around accounts, orders and deliveries; advise on dog nutrition and wellness questions.
• Collaborate with Lyka's operations team to fulfill customer requests.
• Assist in developing and improving Lyka's knowledge base content.
• Foster a growth-oriented, high-performance culture aligned with Lyka's mission.
• Live and work in accordance with Lyka's values at the workplace.

Skills

Customer service

Communication

English

Problem solving

Organization

Job description

Lyka is an Australian founded pet wellness company that's shaking up an outdated industry and paving the way for happier, healthier pets. Despite medical advancements, animal lifespans are on the decline. Today, the average pet only reaches 37% of their full potential lifespan and statistics have shown us that many suffer from dental disease, cancer, and obesity. Simply put, the status quo is not enough.

As humans, we've experienced firsthand the positive impact fresh wholefoods can have on our health and wellbeing, and we believe our furry friends deserve the same. We're on a mission to do just that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world's most sustainable pet wellness company, we're putting pets and our planet first - one bowl at a time.

Today, we are proud to share we've served 100 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and expand into new markets.

Currently, we have a team of 250+ pet-obsessed people and we're continuing to grow (yes, looking at you!). These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet's wellbeing.

To date, we have raised over $60M in funding from venture capital investors and pet industry insiders, who believe in our mission and ability to drive change in a stagnant industry, providing nutrition that nourishes puppers from the inside out.

Are you ready to shake things up and give pets the life they deserve? Come join our pack!

Our Mission

The time we share with our pets is being cut short. Despite medical advancements, they're getting sicker earlier. They're dying prematurely. The industry has it backwards - prioritising treating symptoms instead of addressing the root cause. That's where we come in.

At Lyka, we take a preventative, holistic and personalised approach to pet care. We look at the full picture, factoring in the diet, lifestyle and environment of each individual animal.

We don't stop at symptoms, instead we dig for the root cause. We create nutrition plans unique to each pet, because it's not just about living longer, but living well too.

Our mission is to increase the lifespan of dogs and cats.

The Opportunity

Lyka is growing quickly, and no two weeks are the same! Our Customer Care team are on the frontline to our customers, answering enquiries and proactively solving any issues that arise. The team also contribute to process improvements that enhance customer experience.

What you'll do

• Be the first point of contact for our customers (we use livechat, phones and emails as our primary Customer Care channels).
• Resolve customer issues around their account, orders and deliveries and advise customers on a variety of dog nutrition and wellness questions.
• Work with Lyka's operations team to ensure all customer order and delivery requests are executed.
• Assist in developing and improving Lyka's Customer Care knowledge base content.
• Foster a growth-oriented, positive and high-performance culture that motivates employees and is aligned to the company's mission.
• Live and work in accordance with Lyka's values and principles at the workplace.

Requirements

• Experience in a customer-facing role, including problem solving and issue resolution. Previous contact centre experience is highly regarded.
• Exceptional customer service skills, with a helpful and positive attitude and a genuine desire to go above and beyond for customers.
• Strong verbal and written communication skills, with excellent English and grammar.
• Confident using computers, with strong typing skills, and the ability to learn new tools and systems quickly.
• Highly organised, with strong attention to detail.
• Willingness to learn new topics, including dog nutrition and wellness.
• Resilient, with a strong sense of ownership, and comfortable working in a fast-paced environment.
• Available to work across a rotating 7-day roster.
• A love of pets is a must!

Important Note

If you progress to the next stage of our hiring process, you will receive an email invitation to complete a one-way video interview. Please check your junk or spam folder to ensure you do not miss any emails from Lyka's Talent Team.

Benefits

• Work in a fast-growing start-up, experiencing what goes behind the scenes to sustain hyper-growth for a start-up with a physical product!
• Growth and Development - Lyka is growing extremely quickly, which means you will have the opportunity to experience different challenges every day and progressively acquire more responsibilities as our facility and team expands. We provide an annual L&D budget for you to continue your personal development.
• Work for a sustainability focused company - we care about the health of our dogs and our planet. We're proud to be Australia's only carbon-negative and plastic-negative pet company and we're always looking at ways for us improve sustainability practices.
• Be part of a diverse top talent team, coming from widely different backgrounds and geographies.
• Up to 18 weeks of paid parental leave top-up.
• Wellbeing assistance and tools to take care of your mental and physical wellbeing so you can do your best work.
• Hybrid working - 3 days per week in office. We have pet-friendly offices and industrial kitchens in Sydney and Melbourne. Onsite days are required during your onboarding.
• Pupper parent support to care for your furry friends - flexible arrangements for new pets, pet-friendly offices, discounts, and financial allowance for dog training & care to help them live their best life!

We are committed to building inclusive and diverse teams

Lyka is an equal opportunity employer devoted to providing a working environment that embraces and values diversity and inclusion.

We celebrate diversity, are devoted to creating an inclusive environment for all staff and encourage people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at the time of application.