Pets and animals bring us together, inspiring us to be better people. The Petstock Group unites our passion for unity, progress, and compassion across Australia and New Zealand.
Customer Experience Advisor Role
This role involves a proactive and empathetic approach to ensure a smooth, efficient, and informative customer experience for all our customers.
The Opportunity:
* Action customer complaints by resolving problems, addressing issues, and implementing solutions in a timely manner.
* Manage and respond to customer inquiries through phone, live chat, and web queues.
* Offer proactive support for service inquiries, feedback, or complaints.
* Manage customer loyalty rewards inquiries and related administrative tasks.
* Oversee the Petstock online NPS function and drive detractors into promoters.
* Provide sales assistance or order support to stores, the online team, warehouse, and VET hospitals.
* Action and support for all Petstock services, including grooming, vet care, and puppy school, as well as outbound initiatives and offers.
* Collect customer feedback on relevant initiatives to ensure the outbound function is targeted, improving, and supporting business goals.
Requirements:
* Established skills in providing high levels of customer service, preferably in retail or contact centre environments.
* Commitment to maintaining in-depth knowledge of products and services.
* Experience working with cloud-based customer management tools or ticketing systems.
* Proficiency in Order Management Systems, preferably PRONTO and Shopify.
* Able 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.
* Availability to work Monday to Sunday between 8am and 8pm.