Paraplanning Advisor: Transform Client Advice

Zurich Australia

Sydney

Remote

AUD 70,000 - 90,000

Full time

48 hours ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Lunch & learn opportunities

Flexible working environment

Up to 50% employee discount

Paw- rental leave

Volunteer days

Fitness corporate partnership

Job summary

Pet Circle is seeking a Customer Specialist to join our highly autonomous remote team. You’ll support customers across phone, live chat and email, handling inquiries from delivery questions to product recommendations, while building loyalty and trust with pet parents.

The role requires at least 2 years in a fast-paced customer service environment and familiarity with online systems such as CRM and ticketing.

Qualifications

Minimum 2 years’ professional experience in a fast paced, results driven environment managing customer requests.
Experience with online systems and web technologies (CRM, ticketing systems, order management software is ideal).

Responsibilities

Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed.
Resolve complaints and customer problems in an efficient and friendly manner with the primary goal of satisfying their needs and continuing to earn their business.
Perform basic billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges.
Provide customers with status reports on shipments, and help to package and ship products as needed.
Update customer databases, including contact details, past complaints and resolutions, billing information, and auto-shipment enrolment.
Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times.
Analyse and set personal and departmental performance goals designed to improve customer satisfaction. Assist management in coming up with attractive incentives and rewards for superior performance.
Participate in weekly interdepartmental meetings and prepare to report on any customer issues that came up during the week and how they were resolved.

Skills

Customer service

Communication

Fast learner

Remote work

Education

High school certificate or equivalent

Tools

CRM systems

Ticketing systems

Order management software

Job description

At Pet Circle, we believe pets deserve the very best, and the people who love them deserve a better way to care for them. Since 2011, we've grown from that single idea into Australia's biggest online pet retailer, with around 700 Pet Circlers across Australia, New Zealand and the Philippines, reshaping how pet parents discover, choose and receive what their pets need.

Pet care is a $15 billion industry in Australia, and as pet ownership continues to grow, so do the expectations of modern pet parents. They want expert advice, personalised experiences, convenience and reliability, all delivered seamlessly. That's where we come in. We're building the future of pet care through technology, innovation and a deep understanding of what pets and their people need. It's a big opportunity, and we're only just scratching the surface.

The role

Our mission is to engage with our community of pet families as their specialist for everything pet. This means we need our frontline Customer Specialist Team to be absolute specialists in our products, our business model and our customers. Our Customer Specialists are there to support our Customers through every stage of their journey with Pet Circle, from welcoming a new pet through to when things don’t go to plan.

Working Arrangements

We are building a highly autonomous, empowered remote team - so you will be working from your home office. Specific working arrangements:

You must have a good home office set-up, including desk, laptop (and second screen), headphones / headset, phone and a fast and reliable internet connection. This includes antivirus and malware software installed on your device.

Full time, permanent role (38 hours per week), Monday - Friday

We work between 6:45am and 7:30pm on a rotational roster

What you’ll be working on

Deliver best in class customer service in a high-volume and complex, contact centre environment. You will be predominantly phone-based with some live chat and email response. You will be handling customer requests ranging from delivery enquiries to product recommendations.

Handle all customer queries with the goal of providing an efficient, effective resolution while delighting our customers, going above and beyond to build loyalty and advocacy.

Be a relationship building expert, creating genuine connections with every pet parent and building the trust that turns a single interaction into a lasting relationship with Pet Circle.

Be solutions focused, owning every customer problem through to resolution and always finding the best outcome for the customer and Pet Circle, not just the quickest workaround.

Apply root cause analysis to recurring issues, digging into why problems happen and sharing your insights so we can fix things at the source.

Champion continuous improvement, proactively identifying and suggesting better ways of working across our processes, tools and knowledge.

Add a personalised, human touch to every interaction, tailoring your service to each customer and their pet so we add value where we matter most.

Deliver on all team and individual KPIs, balancing productivity targets and customer satisfaction metrics (CSat, NPS, Customer Lifetime Value and Retention Rates).

Be open and receptive to feedback and coaching as we pride ourselves on living our continuous improvement mindset.

Positively contribute to our passionate, pet-loving, customer-oriented, and results-driven team!

What we’re looking for

Minimum 2 years’ professional experience in a fast paced, results driven environment where you were managing internal or external customer requests. This may have been a contact centre, customer services or a role with transferable skills.

Fast learner and experience working with online systems and web technologies (CRM, ticketing systems, order management software is ideal).

Where you’ll work

This is a Sydney-based role. Our office sits on top of Wynyard station, it's pet-friendly (of course). Our teams collaborate best and are most effective when together in the office but we work flexibly based on team needs. We believe spending time together in person is important for building strong relationships, collaborating effectively, moving quickly as a team, and having fun!

A few good things

Heaps of development opportunities - lunch & learns, secondments & unlimited learning courses via Go1
Flexible working environment
Up to 50% employee discount
Pawrental leave
Volunteer days for the causes you care about
Fitness corporate partnership

Why you’ll want in

Looking after pets, and the pet parents who love them, is what gets us out of bed. That energy carries into how we work, and into what your days here would feel like.

You’ll own your patch and have the room to act on it. We move fast and decide fast, and we'd rather test an idea and learn from it than sit on it. You’ll have rich, real-time data at your fingertips to back your thinking, and the freedom to chase an opportunity the moment you spot one. The best idea wins, wherever it comes from.

What holds it together is what we stand for

We’re better together
We operate with humble hearts and hungry minds
Pets matter, so pets and pet parents always have a seat at our table
We’re instinctively curious. Always

Everyone (and their pets) Welcome

We’re better when we don’t all think the same. Different backgrounds, perspectives and experiences make our work sharper and our days more interesting, so whoever you are, if this role excites you we'd love to hear from you, even if you don’t tick every box. And if you need anything adjusted in the process to do your best, just say the word, we're happy to help.

We have a need for someone who has experience supporting using the website chat system on their website. Most of the inquiries are from prospects who have come to the site as a result of marketing and advertising activities.

You need to have very good computer and typing skills and understand the value of research to discover as much information as possible about the business you're working for so you know where to refer website visitors for the information they want.

There may be times when you have multiple chat windows open so you need to be able to multi-task and good customer service skills to ensure that every person is looked after politely and professionally.

Job Responsibilities

Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed.
Resolve complaints and customer problems in an efficient and friendly manner with the primary goal of satisfying their needs and continuing to earn their business.
Perform basic billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges.
Provide customers with status reports on shipments, and help to package and ship products as needed.
Update customer databases, including contact details, past complaints and resolutions, billing information, and auto-shipment enrolment.
Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times.
Analyse and set personal and departmental performance goals designed to improve customer satisfaction. Assist management in coming up with attractive incentives and rewards for superior performance.
Participate in weekly interdepartmental meetings and prepare to report on any customer issues that came up during the week and how they were resolved.

Job Skills & Qualifications

Required