Customer Experience Liaison

2 weeks ago


Ballarat, Victoria, Australia PETstock Pty Ltd Full time

Petstock Pty Ltd is a symbol of unity, passion, and progress, bringing people together through our love of pets. As a Customer Experience Advisor, you will play a crucial role in ensuring our customers have a smooth, efficient, and happy experience with our brand.

The role involves managing customer inquiries, resolving complaints, and providing proactive support to our members. You will be responsible for:

  • Managing and actioning customer inquiries through phone, live chat, and web queues
  • Resolving customer complaints in a timely manner
  • Providing proactive support for service inquiries, feedback, or complaints
  • Managing customer loyalty rewards enquiries and related administrative tasks
  • Managing Petstock's online NPS function and driving detractors into promoters
  • Providing sales assistance or order support to stores, the online team, and VET hospitals
  • Actioning and supporting Petstock services, such as grooming, vet, and puppy school
  • Providing customer feedback on relevant initiatives to ensure our outbound function is targeted, improving, and supporting business goals

To be successful in this role, you will need:

  • 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 working with 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

If you have the skills and experience required for this role, we would love to hear from you.



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