Customer Service Representative

4 weeks ago

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

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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