Customer Care Agent - 12 Month Fixed Term Contract

Aotearoa New Zealand Association of Social Workers; Whau; Hybrid; NZD 42,000 - 60,000; Full time

Benefits offered by this job

Staff discounts

Hybrid work

Best Places to Work 2025

Job summary

Petdirect is hiring a Customer Care Agent for a 12-month fixed-term contract with a hybrid work setup. You will engage customers via voice, chat and email, providing exceptional support and turning customers into raving fans while handling orders, refunds and inquiries.

Bring at least 2 years in customer service, a love for animals, strong communication and multitasking abilities, plus comfort with digital tools and AI-enabled platforms.

Qualifications

• Minimum of 2 years of experience in a customer service environment.
• Vet experience preferred.
• Excellent communication skills.
• Passion for pets and understanding of their value.
• Ability to multitask with strong organizational skills.
• Tech-savvy and comfortable with digital tools and AI platforms.

Responsibilities

• Answer incoming calls and take orders with professionalism.
• Communicate across voice, chat and email to deliver exceptional service.
• Conduct personalised needs-based analyses for customers.
• Handle credits, refunds and related paperwork efficiently.
• Troubleshoot and resolve customer queries, escalating when needed.
• Collaborate with CCM to meet targets and improve customer experience.

Skills

Love for animals

Customer service

Communication skills

Vet experience

Multitasking

Organisational skills

Tech-savvy

Tools

Online systems & tools

Job description

Customer Care Agent - 12 Month Fixed Term Contract

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.

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 your own!
• Minimum of 2 years of experience in a customer service environment.
• Demonstrated excellence in all areas of communication.
• Vet experience preferred.
• Passion for pets and an understanding of the value they bring to pet parents.
• Exceptional relationship-building skills.
• Proficiency with various online systems and tools commonly used in the industry.
• Ability to multitask effectively, with excellent organisational and time management skills.
• Proactive attitude, meticulous attention to detail, and strong problem-solving abilities.
• A keen eye for best-practice customer service.

WHO YOU ARE

• You are a true animal lover with a deep passion for the pet industry. You thrive on challenging the status quo and devising creative, out-of-the-box solutions. You are also results-driven, full of energy, and always ready to take action.
• As a vital member of our team, you understand the importance of balancing proactivity and reactivity to achieve genuine business success. You have mastered the art of prioritising your workload and collaborating seamlessly with colleagues from various departments, ensuring that our customers' needs are met while aligning with our overarching strategy.
• Your insatiable curiosity drives you to constantly explore and understand our customers, the work you're involved in, and the world at large. You embrace personal growth and development within your role, constantly seeking new and innovative ways to deliver exceptional results and groundbreaking ideas.
• You are tech-savvy and AI-curious, comfortable working with digital tools, automation, and AI-powered platforms to streamline day-to-day processes and work smarter, not harder. You embrace innovation as part of your everyday workflow and are always open to new ways technology can enhance the customer experience.
• Being a team player is second nature to you, as you eagerly contribute your skills and expertise to help us exceed customer expectations. You embrace feedback as a valuable opportunity for continuous improvement, always striving to enhance your performance.
• If you possess an infectious energy and a genuine passion for our brand, we would love to have you join our team.

OUR STANDARDS

• Seek 1%ers: We embrace continuous learning and strive to improve every day, no matter how small the gain.
• Act with purpose: We are intentional in our decisions and actions, always keeping the customer at the centre.
• Be collaborative: We work as one team - respectfully, openly, and with a shared commitment to success.
• Take responsibility: We own our actions and outcomes, demonstrating accountability at every level.
• Get it right: We hold ourselves to high standards by prioritising quality and accuracy in everything we do.

WHY JOIN PETDIRECT

• Join one of New Zealand’s Best Places to Work 2025 (medium business), recognised for our culture, leadership, and employee experience.
• Join a future-focused e-commerce business that’s constantly evolving and embracing new technology.
• Work in a dynamic, pet-loving, collaborative culture that celebrates innovation.
• Be part of a business that values curiosity and encourages team members to use digital tools and AI to work smarter.
• Enjoy regular morning teas, social activities, and plenty of four-legged visitors.
• Access generous staff discounts and opportunities to grow as we expand nationwide.

ABOUT PETDIRECT

We are a team of pet enthusiasts dedicated to making life easier for pet parents. Our journey started as an online-only business, but we have now expanded into brick-and-mortar retail, with our first four stores now open and ambitious plans to grow our physical presence across New Zealand.

We pride ourselves on offering exceptional service, high-quality products, and expert advice to help Kiwi pet parents make the best choices for their furry family members. As we expand, our commitment remains the same: to be a trusted partner for pet lovers across the country.

Join us as we continue to build a market-leading e-commerce and retail experience for pet parents in New Zealand.

petdirect.co.nz