Customer Service Coordinator

2 weeks ago


Ballarat, Victoria, Australia PETstock Pty Ltd Full time

Petstock Pty Ltd is a symbol of unity, passion, and progress, bringing people and animals together to be better.

The Customer Experience Advisor role at Petstock is a proactive and empathetic position that ensures a smooth, efficient, happy, and informative experience for all customers. Key responsibilities include:

  1. Managing and resolving customer inquiries via phone, live chat, and web queues.
  2. Actioning customer complaints by resolving problems and implementing solutions in a timely manner.
  3. Providing proactive support for service inquiries, feedback, or complaints.
  4. Managing customer loyalty rewards and related administrative tasks.
  5. Driving Petstock's online NPS function, converting detractors into promoters.
  6. Offering sales assistance or order support to stores, the online team, warehouse, and VET hospitals.
  7. Actioning and supporting Petstock services, such as grooming, vet, and puppy school initiatives.
  8. Providing customer feedback to ensure outbound functions are targeted, improving, and supporting business goals.

To succeed in this role, candidates should have:

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


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