Customer Experience Specialist

3 weeks ago

Ballarat, Victoria, Australia PETstock Pty Ltd Full time

Petstock Pty Ltd is a symbol of unity, passion, and progress in the pet industry. Our team is dedicated to providing exceptional customer experiences that bring people together and inspire us to be better.

The Customer Experience Advisor role is a key part of our team, ensuring that our customers receive smooth, efficient, and happy interactions. As a Customer Experience Advisor, you will be responsible for:

Key Responsibilities
  • Managing and resolving customer inquiries through phone, live chat, and web queues
  • Providing proactive support for customer service inquiries, feedback, and complaints
  • Managing customer loyalty rewards and related administrative tasks
  • Driving customer satisfaction and loyalty through our online NPS function
  • Providing sales assistance and order support to stores, online, and warehouse teams
  • Supporting pet-related services such as grooming, vet, and puppy school
  • Providing customer feedback to improve our services and business goals

To succeed in this role, you will need:

Requirements
  • Established skills in providing high levels of customer service, preferably in a retail or contact centre environment
  • Commitment to maintaining an in-depth knowledge of products and services
  • Experience working with cloud-based customer management tools or ticketing systems
  • Proficiency in working with order management systems, preferably PRONTO and 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

If you have a passion for pets and a commitment to delivering exceptional customer experiences, we would love to hear from you.

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