Customer Service Representative
5 days ago
About the Role
We are seeking a dedicated and results-driven Customer Service Officer to join our team at Greencross Vets. As a key member of our customer service team, 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
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
About Greencross Vets
At Greencross Vets, we are Australia's premier integrated pet wellness organization. We boast a vast network of retail stores under brands like Petbarn and City Farmers, top-notch veterinary practices known as Greencross Vets, and our state-of-the-art Animal Emergency Hospitals. Our unwavering purpose is to spread happiness by nurturing the love for pets.
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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