Customer Service Representative

10 hours ago


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

We are a leading integrated pet wellness organization with a network of retail stores, veterinary practices, and animal emergency hospitals. Our mission 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 Greencross Support Office in North Ryde, NSW. Reporting to the Customer Service Supervisor, you will provide exceptional support in a fast-paced environment to our Healthy Pets Plus Program.

Key Responsibilities:
  • Respond to customer inquiries via phone, email, and helpdesk in a timely manner
  • Strive for a one-touch customer service experience
  • Explain Healthy Pets Plus membership benefits, terms, and conditions
  • Manage client disputes and complaints in accordance with company values and membership terms
  • Collaborate with colleagues to resolve complex inquiries or escalate as needed
  • Manage membership updates, such as banking details, payment dates, frequencies, and cancellations
  • Implement client retention strategies to ensure long-term satisfaction among Healthy Pets Plus members
  • Record all communications and actions thoroughly and accurately
  • Complete daily membership administration tasks in line with team-defined KPIs
  • Gain technical expertise in operating systems, accurate billing, customer information storage, and effective problem-solving
  • Cultivate strong relationships with clinic and support office team members
  • Participate actively in team meetings and training sessions
Qualifications
  • 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)
  • Exceptional written and verbal communication skills
  • Strong problem-solving skills with a focus on finding solutions
  • Empathy and patience when addressing pet owners' concerns and inquiries
  • A passion for or knowledge of pets, pet health, and wellness is a definite plus
  • Proficiency in customer relationship management (CRM) software; experience with Zendesk is a bonus
  • Financial acumen
  • Ability to multitask, prioritize, and perform effectively in a fast-paced environment
  • Meticulous attention to detail and numerical aptitude
  • A team player with a collaborative spirit
What We Offer
  • Competitive salary and performance-based incentives
  • Comprehensive training and ongoing professional development opportunities
  • A supportive and pet-friendly work environment
  • Access to pet wellness resources and services with a staff discount for your own furry friends
  • Contribution to a meaningful mission of promoting pet health and well-being
  • Company discounts across Petbarn and Greencross Vets
  • Our commitment to giving back to the community through the Petbarn Foundation
  • A pet-friendly office


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