Remote Pet Wellness Supervisor | Customer Experience

Petbarn; Newcastle; Remote; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible working environment

Up to 50% employee discount

Paw rental leave

Volunteer days

Job summary

Pet Circle is seeking a Pet Wellness Supervisor to join its frontline Customer Specialist team. You will support customers through phone, live chat and email, delivering friendly, expert guidance and product recommendations while upholding our high service standards from a home office.

The role requires a minimum of 2 years in a fast-paced customer service environment, with a strong capability to use CRM and ticketing systems.

Qualifications

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

Responsibilities

• Deliver best-in-class customer service in a high-volume contact centre environment, predominantly phone-based with some live chat and email responses.
• Handle customer queries to provide efficient, effective resolutions and build loyalty with Pet Circle.
• Be a relationship-building expert, creating genuine connections with every pet parent and turning interactions into lasting relationships.
• Own customer problems end-to-end, apply root cause analysis to recurring issues and share insights to fix root causes.
• Contribute to continuous improvement across processes, tools and knowledge, and deliver on KPIs (CSat, NPS, CLV, Retention).

Job description

Pet Circle is seeking a Pet Wellness Supervisor to join its frontline Customer Specialist team. You will support customers through phone, live chat and email, delivering friendly, expert guidance and product recommendations while upholding our high service standards from a home office.

The role requires a minimum of 2 years in a fast-paced customer service environment, with a strong capability to use CRM and ticketing systems.