Customer Experience Specialist
1 month ago
PETstock Pty Ltd is a leading pet care company that brings people and animals together. Our mission is to inspire and support pet owners to be better people, while promoting unity, passion, and progress.
Job OpportunityWe are seeking a highly skilled Customer Experience Advisor to join our team at our Ballarat Support Office. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences through proactive and empathetic approaches.
Key Responsibilities- Manage and action customer inquiries through phone, live chat, and web queues
- Action customer complaints by resolving problems, disseminating issues, and implementing solutions in a timely manner
- Offer proactive support for all service inquiries, 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, and offers
- Provide customer feedback on relevant initiatives to ensure outbound functions are always targeted, improving, and supporting business goals
- Established skills in providing high levels of customer service, preferably in a retail or contact centre environment
- Commitment to maintain an in-depth knowledge of products and services
- Experience working with a cloud-based customer management tool or ticketing system
- Proficiency working with Order Management Systems, preferably PRONTO & Shopify
- 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 are a diverse team with varying strengths and an inclusive organisation, committed to providing equal opportunities for all. We encourage applications from people of diverse backgrounds who wish to be part of a culture where everyone can proudly be themselves.
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