Customer Service Officer

4 days ago

Sydney, New South Wales, Australia Greencross Pet Wellness Company Full time

Company Description

At Greencross, 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.

**Job Description**:
We are in search of a dedicated and results-driven team member to join us as a Full-time Customer Service Officer at our Greencross Support Office in North Ryde, NSW. Reporting to the Customer Service Supervisor, you will be a crucial part of our customer service team, providing exceptional support in a fast-paced environment to our Healthy Pets Pus Program.

**Key Responsibilities**:
As a Customer Service Officer at Greencross, your main responsibilities include:

- Striving for a one-touch customer service experience.
- Proficiently explaining Healthy Pets Plus membership benefits, terms, and conditions.
- Managing client disputes and complaints in accordance with company values and membership terms.
- Collaborating with colleagues to resolve complex inquiries or escalate as needed.
- Managing membership updates, such as banking details, payment dates, frequencies, and cancellations.
- Implementing client retention strategies to ensure long-term satisfaction among Healthy Pets Plus members.
- Thoroughly and accurately recording all communications and actions.
- Completion of daily membership administration tasks in line with team-defined KPIs.
- Preferred work experience in the finance or insurance industry due to the financial acumen required.
- Gaining technical expertise in operating systems, accurate billing, customer information storage, and effective problem-solving.
- Cultivating strong relationships with clinic and support office team members.
- Active participation in team meetings and training sessions.

**Qualifications**:

- Previous customer service experience, ideally in a call center or similar setting.
- 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.
- Past experience in customer retention.
- 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.

Additional Information

At Greencross, we offer a range of benefits, including:

- 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.
- Our commitment to giving back to the community through the Petbarn Foundation.
- A pet-friendly office.

**To register interest**:
Click on the link to register your interest in joining our team, and our recruitment team will make contact to discuss this further.

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