Pet Experience Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeCare Full time $97,646 - $124,324
Customer Care Specialist Opportunity

Fetch aims to provide top-notch care for pets by integrating insurance, health, and care services within a single app. This integration is designed to be easy, fair, and enjoyable for pet parents. With successful Series A funding and growing customer base, Fetch prioritizes exceptional customer experiences.

About the Role

Your Key Responsibilities

You will be part of our core operations team, supporting customers throughout onboarding, renewals, claims, and other processes. Your key duties include:

  • Setting communication standards for clarity, warmth, and customer-centricity.
  • Handling escalations and complaints with experience of GICOP & AFCA processes, ensuring timely and clear responses while maintaining high standards of communication and record-keeping.
  • Effectively communicating via phone for sensitive conversations.
  • Owning issues from start to finish, collaborating with teams to resolve them.
  • Improving operational efficiency – live chat flows, macros, automation, and internal processes.
  • Maintaining a positive mindset to balance quality and efficiency.
  • Supporting new team members during onboarding and coaching sessions, focusing on tone and challenging conversations.

Key Qualifications

  • A strong communicator with at least 3+ years of experience in customer service roles, exceling in live chat and handling tricky conversations with the right tone.
  • Ability to think like a customer, write like a person, and genuinely care about every interaction.
  • Thoughtful yet fast-thinking professional, comfortable with picking up the phone, involving necessary parties, and achieving swift outcomes.
  • Experience working in regulated environments (insurance, financial services, health, etc.) and expertise in handling complaints or sensitive issues with care and professionalism.
  • A critical thinker who improves the customer experience by identifying areas for improvement and taking ownership to implement those changes.
  • Desirable skills include experience with bots or automations.
  • Essential mindset: thoughtful, curious, and committed to continuously improving processes and outcomes.

Work Details

  • Mid-Senior level position.
  • Full-time employment.
  • Industry: Pet Services.

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