Customer Experience Specialist

3 weeks ago

Ballarat, Victoria, Australia PETstock Pty Ltd Full time
Customer Experience Advisor Role

Petstock Pty Ltd is a symbol of unity, passion, and progress, bringing people and pets together. As a Customer Experience Advisor, you will play a proactive and empathetic role in ensuring a smooth, efficient, and happy customer experience for all.

The Opportunity

Based at our Ballarat Support Office, you will:

  • Manage and action customer inquiries through phone, live chat, and web queues
  • Action customer complaints by resolving problems, disseminating issues, and implementing solutions in a timely manner
  • Offer proactive support for service inquiries, feedback, or complaints
  • Manage customer loyalty rewards enquiries and related administrative tasks
  • Manage Petstock online NPS function and drive detractors into promoters
  • Provide 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
Requirements

We are looking for individuals with:

  • 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 you have the skills and passion for delivering exceptional customer experiences, we would love to hear from you.

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