Customer Experience Specialist

3 weeks ago

Ballarat, Victoria, Australia PETstock Pty Ltd Full time
About the Role

Petstock Pty Ltd is a leading pet care company that values its customers and strives to provide exceptional service. As a Customer Experience Advisor, you will play a crucial role in ensuring our customers receive a smooth, efficient, and happy experience.

Key Responsibilities
  • Manage and respond to customer inquiries through various channels, including phone, live chat, and web queues.
  • Action customer complaints by resolving issues, escalating concerns, and implementing solutions in a timely manner.
  • Provide proactive support for service inquiries, feedback, or complaints.
  • Manage customer loyalty rewards and related administrative tasks.
  • Oversee the Petstock online NPS function and drive detractors into promoters.
  • Offer sales assistance or order support to stores, the online team, and veterinary hospitals.
  • Action and support for all Petstock services, including grooming, vet, and puppy school initiatives.
  • Provide customer feedback to inform outbound functions and improve business goals.
Requirements
  • Established skills in providing high levels of customer service, preferably in a retail or contact centre environment.
  • Commitment to maintaining in-depth knowledge of products and services.
  • Experience working with cloud-based customer management tools or ticketing systems.
  • Proficiency in working with Order Management Systems, preferably PRONTO and Shopify.
  • Ability to achieve targets on an individual and team basis.
  • Strong organisational skills, with the ability to prioritise and manage conflicting priorities.
  • Advanced interpersonal skills and attention to detail.
  • Exceptional verbal and written communication skills.
About Us

Petstock Pty Ltd is a company that values its people, pets, and the planet. We are committed to making a positive impact through our Foundation's initiatives and strive to be a symbol of unity, passion, and progress.

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