Customer Service Representative for Pet Wellness Services

3 weeks ago


North Ryde, New South Wales, Australia Greencross Vets Full time

At Greencross Vets, we are seeking a dedicated and results-driven Customer Service Representative to join our team.

As a key member of our customer service team, you will be responsible for providing exceptional support to our clients, ensuring their experience is seamless and their needs are met.

We are committed to spreading happiness by nurturing the love for pets, and we are looking for someone who shares our passion.

The successful candidate will possess a strong customer service background, with experience in retention and problem-solving. They will be proficient in CRM software and have a passion for pet health and wellness.

We offer a competitive salary of $65,000 - $75,000 per annum, based on experience, as well as comprehensive training and ongoing professional development opportunities.

Our team is collaborative, supportive, and pet-friendly, and we offer a range of benefits, including company discounts across Petbarn and Greencross Vets, access to pet wellness resources and services with a staff discount for your own furry friends, and a commitment to giving back to the community through the Petbarn Foundation.

Key responsibilities:

  • Respond to customer inquiries via phone, email, and helpdesk in a timely manner
  • Strive for a one-touch customer service experience
  • Proficiently 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
  • Thoroughly and accurately record all communications and actions
  • 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
  • Cultivate strong relationships with clinic and support office team members
  • Actively participate in team meetings and training sessions

Qualifications:

  • Previous experience in customer service with a focus on retention, ideally in a call centre or similar setting (finance or insurance industries would be highly regarded)
  • 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.
  • A passion for or knowledge of pets, pet health, and wellness is a definite plus
  • Proficiency in customer relationship management (CRM) software; experience with Zendesk is a bonus
  • Financial acumen
  • Ability to multitask, prioritize, and perform effectively in a fast-paced environment
  • Meticulous attention to detail and numerical aptitude
  • A team player with a collaborative spirit

Work hours:

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

We look forward to welcoming you to our team.



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