Remote Pet Care Specialist & Customer Champion

Petstock So Regional Pty Ltd; Darwin; Teletrabalho; AUD 60 000 - 80 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Lunch & learns

Unlimited learning courses via Go1

Flexible working environment

Up to 50% employee discount

Pawrental leave

Volunteer days

Fitness corporate partnership

Resumo da oferta

Pet Circle is seeking a dedicated Customer Specialist to support our pet-loving community. You’ll handle phone, live chat and email queries, delivering timely, friendly resolutions while building lasting relationships with pet parents.

Join a highly autonomous remote team with a flexible, home-office setup. The role is full-time (38 hours/week), Monday to Friday, with a rotational roster to cover early and late shifts.

Qualificações

• Minimum 2 years’ professional experience in a fast paced, results driven environment where you were managing internal or external customer requests.
• Fast learner and experience working with online systems and web technologies (CRM, ticketing systems, order management software is ideal).

Responsabilidades

• 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!

Conhecimentos

Customer service

CRM systems

Ticketing systems

Order management software

Descrição da oferta de emprego

Pet Circle is seeking a dedicated Customer Specialist to support our pet-loving community. You’ll handle phone, live chat and email queries, delivering timely, friendly resolutions while building lasting relationships with pet parents.

Join a highly autonomous remote team with a flexible, home-office setup. The role is full-time (38 hours/week), Monday to Friday, with a rotational roster to cover early and late shifts.