Pets and animals bring us together and inspire us to be better people. From our Petstock people in our stores and offices, our Petstock foundation team, our equine specialists and online brands, from Australia to New Zealand, the Petstock Group is our symbol of unity, passion and progress.
The Customer Experience Advisor role provides a proactive and empathetic approach towards our members base ensuring the customer experience is smooth, efficient, happy and informative for all customers. Here's what you can expect...
The Opportunity based at our Ballarat Support Office...
1. Manage and action all customer enquires through Phone, live chat and web queues
2. Action all customer complaints by resolving problems, disseminating issues and implementing solutions in a timely manner
3. Offer proactive support for all service enquires feedback or complaints
4. Manage customer loyalty rewards enquiries and related administrative tasks
5. Manage Petstock online NPS function and drive detractors into promotors
6. Provide any sales assistance or order support to Stores, the Online and Warehouse teams and VET hospitals
7. Action and support for all Petstock service– Grooming, Vet & Puppy school, outbound initiatives/ offers
8. Provide customer feedback on relevant initiative to ensure outbound function is always targeted, improving and supporting business goals
If you have the below experience we would love to hear from you!
9. Established skills in providing high levels of customer service, preferable in a retail or contact centre environment
10. Commitment to maintain an in-depth knowledge of products & services
11. Experience working with a cloud-based customer management tool or ticketing system
12. Proficiency working with Order Management Systems, preferably PRONTO & Shopify
13. Ability to achieve targets on an individual and team basis
14. Strong organisational skills, with the ability to prioritise and manage conflicting priorities
15. Advanced interpersonal skills and attention to detail
16. Exceptional verbal & written communication skills
If this is the opportunity you’ve been looking for and you love Pets as much as we do, we would love to hear from you!
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