At a Glance
- Tasks: Deliver top-notch customer service and build lasting relationships with pet parents.
- Company: Join Australia's largest online pet retailer, Pet Circle, and make a difference in pet care.
- Benefits: Enjoy flexible working, development opportunities, and up to 50% employee discount.
- Other info: Work remotely with a supportive team culture and plenty of growth opportunities.
- Why this job: Be part of a passionate team that loves pets and values your input.
- Qualifications: 2+ years in a fast-paced customer service role; tech-savvy and eager to learn.
The predicted salary is between 75600 - 92400 $ per year.
The role at Pet Circle involves engaging with our community of pet families as their specialist for everything pet. Our Customer Specialists support customers through every stage of their journey with Pet Circle, from welcoming a new pet to resolving issues.
Working Arrangements:
- Full time, permanent role (38 hours per week), Monday - Friday
- Remote work from home office with a good setup including desk, laptop, headphones, phone, and reliable internet connection.
- Working hours between 6:45am and 7:30pm on a rotational roster.
What you'll be working on:
- Deliver best in class customer service in a high-volume contact centre environment, predominantly phone-based with some live chat and email response.
- Handle customer queries efficiently while delighting customers and building loyalty.
- Create genuine connections with pet parents to build lasting relationships.
- Own every customer problem through to resolution, focusing on the best outcomes.
- Apply root cause analysis to recurring issues and share insights for improvement.
- Champion continuous improvement by suggesting better ways of working.
- Add a personalised touch to every interaction, tailoring service to each customer.
- Deliver on team and individual KPIs, balancing productivity and customer satisfaction metrics.
- Be open to feedback and coaching, contributing positively to the team.
What we're looking for:
- Minimum 2 years' professional experience in a fast-paced environment managing customer requests.
- Fast learner with experience in online systems and web technologies (CRM, ticketing systems, order management software is ideal).
Where you'll work:
This is a Sydney-based role. Our office is pet-friendly and encourages collaboration while allowing flexible working based on team needs.
A few good things:
- Development opportunities including lunch & learns, secondments, and unlimited learning courses via Go1.
- Flexible working environment.
- Up to 50% employee discount.
- Pawrental leave and volunteer days for causes you care about.
- Fitness corporate partnership.
Why you'll want in:
Looking after pets and their parents drives our work culture. You'll have the autonomy to act on your ideas, access to real-time data, and the freedom to pursue opportunities. We value diverse backgrounds and perspectives, and we welcome applicants who may not tick every box.
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