Remote working Customer Specialist role with Pet Circle - Australia's fastest growing online pet retailer Customer Specialist About us At Pet Circle, we want to create a world where pets and their families are healthy, happy and spend more time together. We make buying pet supplies and pet food online easy and convenient. Over the past nine years, we’ve grown to become one of Australia's Top 5 Online retailers and No.
1 in the Online Pet industry. Recently we were awarded the "Fast Mover Award" at the Online Retail Industry Awards. We have a world-class NPS score and we need your help to continue delighting our customers and their pets As the pet industry continues to grow, and our pets are holding bigger spaces in our hearts and homes than ever before, Pet Circle will continue to thrive.
As a venture backed company, we have big goals for growth. We’ve scaled from 100 to over 300 people in the last 18 months alone. This is a unique opportunity in your career to be part of an exceptional 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 front-line Customer Specialist Team to be absolute specialists in our products, our business model and our customers. We’re currently building this new team of Customer Specialists to handle our more complex customer requests, from product advice and solutions through to retention, via multiple channels including phone, email and Live Chat.
You will not only give advice and provide solutions, but build loyalty, advocacy and their lifetime value to Pet Circle. Working arrangements: We are building a highly autonomous, empowered remote team - so you will be working from your home office. Specific working arrangements: You must have a good home office set-up, including desk, laptop (and second screen), headphones / headset, phone and a fast and reliable internet connection.
Full time (38 hours per week) Your responsibilities: Deliver a best in class customer experience in a high-volume, customer service environment through multiple channels. You will be focused on our more complex customer requests including product advice and retention. 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, including 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 Your ideal experience: 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, or a role with transferable sk....