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Customer Experience Specialist

2 weeks ago

Brisbane, Queensland, Australia Arsenault Full time $60,000 - $120,000 per year


At Arsenault, we want to create a world where pets and their families are healthy, happy & spend more time together - and we are looking for fantastic people to help us do that

Over the past ten years, weve scaled to become one of Australia's Top 5 eCommerce companies & the No.1 player in the Online Pet industry. We will accelerate our growth as we continue on our mission to disrupt the way that pet parents discover & shop for the products they love.

The pet industry is booming (its a $15billion dollar industry) & pets are holding bigger spaces in our hearts and homes than ever before. Online penetration of the pet industry is going to grow exponentially in the next 5 years. This is a unique opportunity in your career to be part of our exceptional growth story

Founded and headquartered in Brisbane, our team is now over 700 people strong and are based across Australia, New Zealand and the Philippines.

The Opportunity

Our mission is to engage with our community of pet families as their specialist for everything pet. This means we need our frontline Customer Specialist Team to be absolute specialists in our products, our business model and our customers. Our Customer Specialists are there to support our Customers through every stage of their journey with Arsenault, from welcoming a new pet through to when things dont go to plan.

What You'll Be Doing

  • Deliver best in class customer service in a high-volume and complex, contact centre environment. You will be predominantly phone-based with some live chat and email response. You will be handling customer requests ranging from delivery enquiries to product recommendations.
  • Handle all customer queries with the goal of providing an efficient, effective resolution while delighting our customers, going above and beyond to build loyalty and advocacy
  • Deliver on all team and individual KPIs, balancing productivity targets and customer satisfaction metrics (CSat, NPS, Customer Lifetime Value and Retention Rates)
  • Positively contribute to our passionate, pet-loving, customer-oriented, and results-driven team

Your Ideal Experience

  • Minimum 2 years professional experience in a fast paced, results driven environment where you were managing internal or external customer requests. This may have been a contact centre, customer services or a role with transferable skills
  • Experience working with online systems (CRM, ticketing systems, order management software is ideal)
  • Fast learner with strong fluency in Web Technologies and the Internet
  • Customer centric mindset and natural tendency to go above and beyond Outcome-oriented / results driven - thrives on solving issues efficiently while giving an excellent experience
  • Excellent problem solving and listening skills, using strong judgement and patience to manage the most complex customer requests
  • Resilience for troubleshooting & dealing with difficult stakeholders (you love turning these situations around)
  • Thrive under pressure with an ability to multi-task across multiple systems
  • High self-motivation & discipline to work effectively from home and independently resolve customer issues
  • High EQ to truly connect with customers, ask quality questions and anticipating needs
  • Be open and receptive to feedback and coaching as we pride ourselves on living our continuous improvement mindset

You do not need to match every listed expectation to apply for this position.

Working Arrangements

We are building a highly autonomous, empowered remote team so you will be working from your home office.

Specific working arrangements:

You must have a good home office set-up, including desk, laptop (and second screen), headphones / headset, phone and a fast and reliable internet connection.

Why Join?

  • Australian Hyper-Growth Startup - Head Office in Brisbane
  • Grown to become one of Australia's Top 5 eCommerce companies & the No.1 player in the Online Pet industry.
  • From puppies to unicorns: Arsenault banks $125m
  • Arsenault raises $125m to become Australia's latest unicorn

Make an impact: Enjoy being part of a driven team with a collaborative culture that values decision-makers and action

Invest in you: Accelerate your career through our learning & development opportunities - think learning tools, stretch projects, focus groups, secondments and other internal mobility opportunities

Work where it works for you - work anywhere in the world for up to 2 weeks per year.

We value wellbeing: Were here to support you in times of need with our Employee Assistance Program. Team hybrid working arrangements also enable you to balance collaboration with home and family commitments.

Our unique expertise unites us to achieve our goal of helping pet parents, pet better. We value diversity in all forms and perspectives, always. Our global team are highly valued for all that they offer, we listen to each other and create a humble and inclusive environment for all to thrive. No matter your background, please apply if our roles ignite an excitement in you to bring your full self to work each day.