Customer Service Representative

3 weeks ago

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

Greencross Vets is a leading integrated pet wellness organization in Australia, boasting a vast network of retail stores, veterinary practices, and animal emergency hospitals. Our purpose is to spread happiness by nurturing the love for pets.

Job Description

We are seeking two dedicated and results-driven team members to join our customer service team as Full-time Customer Service Officers at our Support Office. Reporting to the Customer Service Supervisor, you will be a crucial part of our team, providing exceptional support in a fast-paced environment to our Healthy Pets Plus Program.

Main Responsibilities:
  • Customer Support: Respond to customer inquiries in a timely manner, striving for a one-touch customer service experience.
  • Membership Benefits: Explain Healthy Pets Plus membership benefits, terms, and conditions to clients.
  • Dispute Resolution: Manage client disputes and complaints in accordance with company values and membership terms.
  • Collaboration: Collaborate with colleagues to resolve complex inquiries or escalate as needed.
  • Membership Updates: Manage membership updates, such as banking details, payment dates, frequencies, and cancellations.
  • Client Retention: Implement client retention strategies to ensure long-term satisfaction among Healthy Pets Plus members.
  • Record Keeping: Thoroughly and accurately record all communications and actions.
  • Administrative Tasks: Complete daily membership administration tasks in line with team-defined KPIs.
  • Technical Expertise: Gain technical expertise in operating systems, accurate billing, customer information storage, and effective problem-solving.
  • Teamwork: Cultivate strong relationships with clinic and support office team members.
  • Training and Development: Actively participate in team meetings and training sessions.
Qualifications and Attributes:
  • Customer Service Experience: 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).
  • Communication Skills: Exceptional written and verbal communication skills.
  • Problem-Solving Skills: Strong problem-solving skills with a focus on finding solutions.
  • Empathy and Patience: Empathy and patience when addressing pet owners' concerns and inquiries.
  • Pet Knowledge: A passion for or knowledge of pets, pet health, and wellness is a definite plus.
  • CRM Software: Proficiency in customer relationship management (CRM) software; experience with Zendesk is a bonus.
  • Financial Acumen: Financial acumen.
  • Multitasking: Ability to multitask, prioritize, and perform effectively in a fast-paced environment.
  • Attention to Detail: Meticulous attention to detail and numerical aptitude.
  • Team Player: A team player with a collaborative spirit.

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