Customer Care Agent - 12 Month Fixed Term Contract

Petdirect; Avondale; Hybrid; NZD 45,000 - 60,000; Full time

Job summary

Petdirect in New Zealand is seeking a Customer Care Agent for a 12-month fixed-term contract. You’ll be the first contact for pet parents, delivering an exceptional service while supporting customers across voice, chat and email.

The role is full-time (40 hours/week) with a hybrid work arrangement from home on some days and our Avondale Head Office & Warehouse on others, and a passion for animals is essential.

Qualifications

• Experience in customer service is essential.
• Strong communication and problem-solving abilities.
• Experience in veterinary space is a plus.

Responsibilities

• Be the Superhero of Petdirect Customer Care Operational Excellence: answer calls, take orders, and surprise customers with creative solutions.
• Connect with customers across all platforms and provide value-added support to ensure a great experience.
• Conduct personalised needs-based analyses to help customers and their pets.
• Process paperwork, credits and refunds within agreed timeframes with accuracy.
• Be the go-to person for queries and escalate when necessary to ensure happy endings.

Skills

Customer service

Communication

Problem-solving

Multitasking

Organisation

Job description

Customer Care Agent - 12 Month Fixed Term Contract

ROLE SUMMARY: We are Petdirect, a fast-growing eCommerce and retail business that’s transforming the way Kiwi pet parents shop for their furry family members. As a digital-first company, we embrace technology and AI to work smarter and deliver a seamless customer experience. Proudly NZ-owned and operated, we're a passionate team of PetSters dedicated to helping pets and their people live happier lives. We were also recognised as one of New Zealand’s Best Places to Work for 2025 in the medium business category, something we're incredibly proud of and committed to living up to every day.

Join Petdirect, the ultimate destination for all your pet needs. We're on a mission to revolutionise pet care in New Zealand, and as our Customer Care Agent, you will deliver exceptional service and support to all of Petdirect's customers. As part of our passionate team, you'll be the first point of contact for pet parents, ensuring their needs are met and their furry friends are well taken care of.

You'll be fueled by determination, knowledge, and a love for pets. Along with stacks of customer service experience, excellent organisational skills, a passion for helping customers and top-notch communication abilities, your problem‑solving, self‑management, and multitasking skills will be second nature to you. You will also have previous experience in the pet industry, specifically in the vet space.

As a Customer Care Agent, you'll engage with customers via voice, chat and email, providing exceptional support and turning them into raving fans of Petdirect. We value pet health and empower our team to advocate for customers and their pets, ensuring an amazing experience for all.

This is a full-time, 40-hour-a-week, 12-month fixed-term contract with a hybrid work environment. You'll have the flexibility of working from home on some days and collaborating with our team at our Avondale Head Office & Warehouse on others.

ROLE RESPONSIBILITIES: Attitude is key in this role. At our core, we are a values‑driven business. We seek individuals who embody our principles: those who stay hungry for excellence while remaining grounded. We value every person and believe in doing what's right. We appreciate those who act like owners and go the extra mile in everything they do. It's the extra 1% that makes a difference.

The key responsibilities of this role include:

Petdirect Customer Care Operational Excellence:

• Be the Superhero of Petdirect Customer Care Operational Excellence: Answer incoming calls like a pro, take orders like a boss, and use your creative problem‑solving skills to amaze our customers. Quick responses? You got it!
• Unleash Your Communication Superpowers: Connect with our customers across all platforms, turning every interaction into an extraordinary experience. From reactive to proactive, you'll provide value-added solutions that will make tails wag!
• Customer‑Centric Expertise: Conduct personalised needs‑based analyses for each customer, ensuring that no stone is left unturned. We've got all the tricks up our sleeves to make our customers' lives easier.
• Speedy Administration Skills: Process all customer‑related paperwork like a ninja within the agreed timeframes. Credits, refunds, and everything in between will be a piece of cake for you!
• Troubleshooting Guru: Be the go‑to person for any queries our customers may have. No problem is too big or too small for your problem‑solving skills.
• Swift Resolution, Swift Action: When issues arise, you'll jump into action, resolving them with lightning speed. If it's beyond your powers, no worries! You'll know exactly when to elevate the matter to ensure a happy ending.

Striving For Success:

• Set, achieve, and surpass targets in collaboration with the CCM.
• Foster a positive impact on our customers' experience through your actions.
• Exhibit ownership, energy, efficiency, and team spirit consistently.
• Adhere to punctuality and work the specified hours and schedules.
• Prioritise tasks to ensure timely and high‑quality completion of critical work for the business.
• Responsibly and promptly execute all reasonable and lawful instructions and directions given.
• Serve the business faithfully, promoting and safeguarding its best interests.
• Dedicate your efforts during work hours and other necessary times to fulfil job duties, responsibilities, obligations, and instructions.
• Provide assistance to the broader Petdirect team when needed.

SKILLS AND QUALIFICATIONS:

• A deep love for animals and perhaps even a swag of pets of