Customer Experience Specialist

1 month ago


Ballarat, Victoria, Australia PETstock Pty Ltd Full time

Petstock Pty Ltd is a symbol of unity, passion, and progress. Our team is dedicated to providing exceptional customer experiences, and we're looking for a Customer Experience Advisor to join us.

The Customer Experience Advisor role is a proactive and empathetic approach towards our customers, ensuring their experience is smooth, efficient, happy, and informative. Here's what you can expect:

  • Manage and action all customer inquiries through phone, live chat, and web queues.
  • Action all customer complaints by resolving problems, disseminating issues, and implementing solutions in a timely manner.
  • Offer proactive support for all service inquiries, feedback, or complaints.
  • Manage customer loyalty rewards inquiries and related administrative tasks.
  • Manage Petstock online NPS function and drive detractors into promoters.
  • Provide any sales assistance or order support to Stores, the Online and Warehouse teams, and VET hospitals.
  • Action and support for all Petstock services, including Grooming, Vet & Puppy school, outbound initiatives/offers.
  • Provide customer feedback on relevant initiatives to ensure outbound functions are always targeted, improving, and supporting business goals.

If you have the following experience, we'd love to hear from you:

  • Established skills in providing high levels of customer service, preferably in a retail or contact centre environment.
  • Commitment to maintain an in-depth knowledge of products & services.
  • Experience working with a cloud-based customer management tool or ticketing system.
  • Proficiency working with Order Management Systems, preferably PRONTO & 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 & written communication skills.

If this is the opportunity you've been looking for and you love pets as much as we do, we'd love to hear from you.



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