At Greencross, we are Australia's premier integrated pet wellness organization. We boast a vast network of retail stores under brands like Petbarn and City Farmers, top-notch veterinary practices known as Greencross Vets, and our state-of-the-art Animal Emergency Hospitals. Our unwavering purpose is to spread happiness by nurturing the love for pets.
Job Description
We are in search of a dedicated and results-driven team member to join us as a Full-time Customer Service Officer at our Greencross Support Office in North Ryde, NSW. Reporting to the Customer Service Supervisor, you will be a crucial part of our customer service team, providing exceptional support in a fast-paced environment to our Healthy Pets Plus Program.
Key Responsibilities :
* Responding to customer inquiries via phone, email, and helpdesk in a timely manner
* Striving for a one-touch customer service experience
* Proficiently explaining Healthy Pets Plus membership benefits, terms, and conditions
* Managing client disputes and complaints in accordance with company values and membership terms
* Collaborating with colleagues to resolve complex inquiries or escalate as needed
* Managing membership updates, such as banking details, payment dates, frequencies, and cancellations
* Implementing client retention strategies to ensure long-term satisfaction among Healthy Pets Plus members
* Thoroughly and accurately recording all communications and actions
* Completion of daily membership administration tasks in line with team-defined KPIs
* Gaining technical expertise in operating systems, accurate billing, customer information storage, and effective problem-solving
* Cultivating strong relationships with clinic and support office team members
* Actively participating in team meetings and training sessions
Qualifications
To excel in this role, we are seeking candidates with the following qualifications and attributes :
* Previous experience in customer service with a focus on retention, ideally in a call centre or similar setting (finance or insurance industries would be highly regarded)
* Exceptional written and verbal communication skills
* Strong problem-solving skills with a focus on finding solutions
* Empathy and patience when addressing pet owners' concerns and inquiries
* A passion for or knowledge of pets, pet health, and wellness is a definite plus
* Proficiency in customer relationship management (CRM) software; experience with Zendesk is a bonus
* Ability to multitask, prioritize, and perform effectively in a fast-paced environment
* Meticulous attention to detail and numerical aptitude
* A team player with a collaborative spirit
Additional Information
At Greencross, we offer a range of benefits, including :
* Competitive salary and performance-based incentives
* Comprehensive training and ongoing professional development opportunities
* A supportive and pet-friendly work environment
* Access to pet wellness resources and services with a staff discount for your own furry friends
* Contribution to a meaningful mission of promoting pet health and well-being
* Company discounts across Petbarn and Greencross Vets
* Our commitment to giving back to the community through the Petbarn Foundation
* A pet-friendly office
To register interest :
Click on the link to register your interest in joining our team, and we will be in touch with you to discuss further.
#J-18808-Ljbffr