Customer Experience Specialist
1 month ago
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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