Customer Service Representative

2 weeks ago

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

At Greencross Vets, we are dedicated to providing exceptional pet care and wellness services to our community. Our team of passionate and experienced professionals is committed to delivering high-quality care and support to our furry friends and their owners.

Job Description

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Officer. As a key member of our customer service team, you will be responsible for providing exceptional support to our Healthy Pets Plus members, responding to their inquiries, and resolving any issues in a timely and professional manner.

Key Responsibilities:
  • Respond to customer inquiries via phone, email, and helpdesk in a timely and professional manner
  • Provide clear and concise explanations of 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 accurately and thoroughly
  • Complete daily membership administration tasks in line with team-defined KPIs
  • Develop 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
Requirements:
  • 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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