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Customer Experience and Support Specialist
1 month ago
Petstock Pty Ltd is a leading Australian pet care company with a passion for delivering exceptional customer experiences. As a key member of our team, you will play a vital role in ensuring our customers receive the highest level of service.
Job DescriptionThe Customer Experience and Support Specialist will be responsible for providing proactive and empathetic support to our customers through various channels, including phone, live chat, and web queues. This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced environment.
Responsibilities- Manage and action all customer enquiries in a timely and efficient manner.
- Action customer complaints by resolving problems and implementing solutions.
- Provide proactive support for all service enquiries, 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.
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.
- A commitment to maintaining an in-depth knowledge of products and services.
- Experience working with cloud-based customer management tools or ticketing systems.
- Proficiency working with Order Management Systems, preferably PRONTO & Shopify.
- The 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.
We offer a competitive salary package, including a base salary of $60,000 - $70,000 per annum, depending on experience. In addition, we provide opportunities for career growth and development, as well as a fun and supportive work environment.
