Customer Experience Specialist (Onsite) at Pet Circle

Greystanes, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

10 Aug, 26

Salary

0.0

Posted On

12 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, CRM, Ticketing Systems, Order Management Software, Written Communication, Verbal Communication, Problem Solving, Conflict Resolution, Time Management, Adaptability, Active Listening, Troubleshooting

Industry

Retail

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 This is a full-time role, based onsite, 5 days/week. Pet pharmacy is growing, and consumer habits are changing - Pet Circle is uniquely positioned to revolutionise this $500 Million market opportunity! Pet Circle Pharmacy is increasing accessibility to healthcare and transforming the way pet parents manage prescription medications. We believe in doing things differently, putting pets and their owners at the heart of every decision. By providing better choice, value, and convenience, we enable pet parents to enhance their pets' quality of life more easily than ever before. This is an incredible opportunity for a Customer Specialist to help scale one of the only dedicated online pet pharmacies in the Australian market. In this role, you will be essential to our growth, educating and supporting pet parents through every stage of this unique journey. Your expertise and care will help simplify the process of purchasing pet medication, ensuring our customers feel confident and well-supported. What you’ll be doing Deliver best-in-class customer service in a high-volume and complex contact centre environment. You will interact with our pet parents predominantly through chat and email channels, handling inbound and outbound customer contacts ranging from delivery and how-to-order enquiries to support understanding prescriptions and finding the right medication. Handle all customer queries with the goal of providing an efficient and effective resolution (owning our team and individual input SLA metrics for chat, phone and email) while delighting our customers, going above and beyond to build loyalty and advocacy. Become the Voice of the Customer for the Pharmacy team. You'll report on customer interactions and share relevant insights and opportunities to drive fast and efficient improvements, playing a critical role in shaping the best purchase experience for the pharmacy. Wear many hats and be ready to support different areas of the new venture when needed, including coordinating with delivery partners, executing pricing strategy, and order fulfilment, among others. The ideal toolbox Minimum 1 year of professional experience in a fast-paced, results-driven environment where you managed internal or external customer requests. This may have been a contact centre, customer service 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-based tools and platforms Start-up motivation - growth mindset, and a fast learner who makes things happen and is adaptable to change Exceptional written and verbal communication skills in English - you can compose thoughtful and personalised responses to customers 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 in troubleshooting & dealing with difficult stakeholders (you love turning these situations around) Role location We believe that building connections and collaborating as Pet Circlers is super important. So this role is based onsite in our Pharmacy in Pemuwuy, 5 days/week. Schedule: Monday – Friday Hours: 9:00 am to 5:30 pm 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.

Responsibilities

Deliver high-volume customer support via chat and email, focusing on prescription medications and order inquiries. Act as the Voice of the Customer to provide insights for pharmacy experience improvements and support operational tasks like order fulfillment.