Customer Experience Team Lead

1 day ago


Ballarat, Victoria, Australia PETstock Pty Ltd Full time
Unleash Your Passion for Customer Service

Petstock Pty Ltd is a leading retailer of pet supplies and services, with a mission to inspire people to be better pet owners. Our commitment to customer satisfaction is at the heart of everything we do.

We are seeking a highly motivated and empathetic Customer Experience Team Lead to join our team in Ballarat. In this role, you will play a key part in delivering exceptional customer experiences across all touchpoints, ensuring that our customers feel valued, supported, and delighted.

Key Responsibilities:
  • Manage and resolve customer enquiries through various channels, including phone, live chat, and web queues.
  • Action customer complaints in a timely and professional manner, working closely with colleagues to implement solutions.
  • Provide proactive support for service-related queries, feedback, and complaints.
  • Manage customer loyalty rewards and related administrative tasks.
  • Drive customer retention initiatives and improve Net Promoter Score (NPS).
  • Collaborate with cross-functional teams to enhance customer experience and drive business growth.
Requirements:
  • Proven track record of providing exceptional customer service, preferably in a retail or contact centre environment.
  • Demonstrated ability to work with cloud-based customer management tools or ticketing systems.
  • Proficiency in Order Management Systems, ideally PRONTO and Shopify.
  • Strong organisational skills, with the ability to prioritise and manage competing priorities.
  • Advanced interpersonal skills, attention to detail, and excellent verbal and written communication skills.
What We Offer:
  • A competitive salary range: $65,000 - $80,000 per annum, depending on experience.
  • Ongoing training and development opportunities to enhance your skills and knowledge.
  • A dynamic and supportive work environment, with a focus on work-life balance.
  • The chance to make a real difference in the lives of pets and their owners.


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