Customer Experience Specialist

2 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 experiences. We are seeking a skilled Customer Experience Advisor to join our team in Ballarat.

Key Responsibilities
  • Manage and respond to customer inquiries through various channels, ensuring timely and effective resolution.
  • Proactively address customer complaints, implementing solutions and disseminating issues to ensure customer satisfaction.
  • Provide support for service inquiries, feedback, and complaints, ensuring a smooth and efficient customer experience.
  • Manage customer loyalty rewards and related administrative tasks, driving customer engagement and retention.
  • Oversee the Petstock online NPS function, converting detractors into promoters.
  • Offer sales assistance and order support to stores, online teams, and veterinary hospitals.
  • Support Petstock services, including grooming, vet, and puppy school initiatives.
  • Provide customer feedback to inform business goals and improve outbound functions.
Requirements
  • Proven experience in providing high-level customer service, preferably in retail or contact center environments.
  • Commitment to maintaining 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 and Shopify.
  • Ability to achieve targets individually and as part of a team.
  • Strong organizational skills, with the ability to prioritize and manage conflicting priorities.
  • Advanced interpersonal skills and attention to detail.
  • Exceptional verbal and written communication skills.
About Us

Petstock Pty Ltd is a diverse team with a passion for pets and a commitment to providing equal opportunities for all. We encourage applications from people of diverse backgrounds who share our values and are proud to be part of a culture where everyone can be themselves.

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