Customer Service Officer

2 months ago

North Ryde, Australia Greencross Vets 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 2 dedicated and results-driven team members 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:

  • Responding to customer inquiries via phone, email, and helpdesk in a timely manner
  • 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
  • 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
  • Actively participating in team meetings and training sessions

Qualifications

To excel in this role, we are seeking candidates with the following qualifications and attributes:

  • 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

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 Vets
  • 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 we will be in touch with you to discuss further.

Please note, hours of work are:

Position 1

  • Monday – 9am-530pm
  • Tuesday – 9am-5pm
  • Wednesday – 9am-5pm
  • Thursday – 9am-5pm
  • Friday – 9am-5pm

Position 2

  • Monday – 9.30am-6pm
  • Tuesday – 10am-6pm
  • Wednesday – 10am-6pm
  • Thursday – 10am-6pm
  • Friday – 10am-6pm

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