Customer Service Ambassador

5 days ago


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

PETstock is a company that unites people and animals, inspiring them to be better. Our teams in stores and offices, our foundation team, equine specialists, and online brands across Australia and New Zealand embody our values of unity, passion, and progress.

The Opportunity

We're seeking an experienced Customer Experience Advisor to provide proactive and empathetic support to our customers. As part of our Ballarat Support Office team, you'll ensure a smooth, efficient, happy, and informative experience for all customers.

  • You will manage and respond to customer inquiries via phone, live chat, and web queues.
  • Action customer complaints by resolving problems, escalating issues, and implementing solutions in a timely manner.
  • Offer proactive support for service-related inquiries, feedback, or complaints.
  • Manage customer loyalty rewards enquiries and related administrative tasks.
  • Oversee the Petstock online NPS function and drive detractors into promoters.
  • Provide sales assistance or order support to Stores, the Online team, Warehouse teams, and VET hospitals.
  • Action and support for Petstock services such as Grooming, Vet, Puppy school, outbound initiatives, and offers.
  • Collect customer feedback on relevant initiatives to ensure the outbound function is targeted, improving, and supporting business goals.
About You

We're looking for someone with:

  • Established skills in providing high levels of customer service, preferably in retail or contact centre environments.
  • A commitment to maintaining an in-depth knowledge of products and services.
  • Experience working with cloud-based customer management tools or ticketing systems.
  • Proficiency in Order Management Systems, preferably PRONTO & Shopify.
  • The 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.
Compensation

We offer a competitive salary ranging from AU$65,000 - AU$85,000 per annum, depending on experience and location. This package includes opportunities for professional growth, a dynamic work environment, and a comprehensive benefits program.



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