Customer Experience Specialist - Sydney, New South Wales
1 day ago
Job description
Dogs, cats, budgies and everything in between - pets deserve the world. They make us want to be better humans. That's why we've made it our mission to build the most engaged and passionate community of pets and pet parents across the world. And we're looking for talented team mates who can help us do it.
Founded in Sydney, our team of 500+ pet obsessives span Australia, New Zealand and the Philippines. We've scaled to become one of Australia's top five eComm companies and the no.1 online pet store. But we're just getting started. Like a whippet who's spotted their mate across the dog park, our growth is only going to accelerate, as we continue to disrupt the way that pet parents shop.
Excitingly, the pet industry is booming (as in $15 billion kind of booming) and online pet retail is set to grow exponentially in the next five years. So this is a unique career opportunity to be part of our epic growth story.
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 Experience Specialists are there to support our Customers through every stage of their journey with Pet Circle, from welcoming a new pet through to when things don't go to plan.
Role location
The Customer Experience team are highly autonomous and empowered to do their best work remotely - so you will be working from your home office. You should have a good home office set-up and a reliable internet connection.
The Pet Circle Customer Experience team in Australia operates on a rotating roster, Monday - Friday 7am - 7pm.
What you'll be doing
- Deliver best in class customer service in a high-volume and complex, contact centre environment. This will be predominantly phone based, with some live chat and email. 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)
- Be open and receptive to feedback and coaching as we pride ourselves on living our continuous improvement mindset
- Positively contribute to our passionate, pet-loving, customer-oriented, and results-driven team
The ideal toolbox
- 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
- High EQ to truly connect with customers, ask quality questions and anticipating needs
- 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)
Juicy perks
- Heaps of development opportunities - stretch projects, secondments and unlimited learning courses via Go1
- Flexible working environment
- Up to 50% employee discount
- Product sample giveaways
- Pawrental leave and wellbeing leave
- Team charity volunteer days
- Classpass subsidy
Why Join?
We reckon our mission to help the world Pet Better is an important one, but also an incredibly fun and rewarding one. Becoming a Pet Circler means you're committed to help shape an entire industry - it's pretty exciting stuff. Here's what we stand for:
- We're better together
- We operate with humble hearts and hungry minds
- Pets matter' so pets and pet parents always have a seat at our table
- We're instinctively curious. Always.
Belong at Pet Circle
Our unique perspectives and expertise is our superpower - we value diversity in all forms. So, no matter your background, please apply if this role makes you excited to bring your full self to work each day.
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