Remote Pet Care Solutions Advisor

Zurich Australia; Sydney; Remote; AUD 70,000 - 90,000; Full time

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

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.