Customer Service Specialist

2 weeks ago


North Ryde, New South Wales, Australia Greencross Vets Full time
Job Title: Customer Service Officer

About Us:
Greencross is a leading integrated pet wellness organization in Australia, boasting a vast network of retail stores, veterinary practices, and animal emergency hospitals. Our mission is to spread happiness by nurturing the love for pets.

Job Description:
We are seeking dedicated and results-driven team members to join our customer service team as Full-time Customer Service Officers at our Greencross Support Office in North Ryde, NSW.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and helpdesk in a timely manner
• Strive for a one-touch customer service experience
• Explain Healthy Pets Plus membership benefits, terms, and conditions
• Manage client disputes and complaints in accordance with company values and membership terms
• Collaborate with colleagues to resolve complex inquiries or escalate as needed
• Manage membership updates, such as banking details, payment dates, frequencies, and cancellations
• Implement client retention strategies to ensure long-term satisfaction among Healthy Pets Plus members
• Record all communications and actions thoroughly and accurately
• Complete daily membership administration tasks in line with team-defined KPIs
• Gain technical expertise in operating systems, accurate billing, customer information storage, and effective problem-solving

Requirements:

• Previous experience in customer service with a focus on retention, ideally in a call centre or similar setting
• Exceptional written and verbal communication skills
• Strong problem-solving skills with a focus on finding solutions
• Empathy and patience when addressing pet owners' concerns and inquiries
• Passion for or knowledge of pets, pet health, and wellness
• Proficiency in customer relationship management (CRM) software
• Financial acumen
• Ability to multitask, prioritize, and perform effectively in a fast-paced environment

What We Offer:

• Competitive salary and performance-based incentives
• Comprehensive training and ongoing professional development opportunities
• Supportive and pet-friendly work environment
• Access to pet wellness resources and services with a staff discount for your own furry friends
• Contribution to a meaningful mission of promoting pet health and well-being
• Company discounts across Petbarn and Greencross Vets
• Our commitment to giving back to the community through the Petbarn Foundation

Working Hours:

• Monday – 9am-6pm
• Tuesday – Friday – 10am-6pm

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