The Petstock Group is a united network where passion can thrive. Through our diverse portfolio of brands, the Petstock Group is a comprehensive network that looks to the future. Leading the way in Australia, New Zealand and beyond, we combine the high-touch service of our heritage, with forward- thinking ambition.
Through our business activities and our charity arm, Petstock Foundation, we contribute to the communities we serve, undertaking initiatives and constantly evolving to support people, pets and the planet.
The Customer Equine Experience Advisor role provides a proactive and empathetic approach towards our members base ensuring the customer experience is smooth, efficient, happy and informative for all customers. Here's what you can expect...
A day in the life…
Manage and action all customer enquires through Phone, live chat and web queues primarily for equine enquiries through our Caribu brand and customers from the Petstock Group brand ecosystem.Action all customer complaints by resolving problems, disseminating issues and implementing solutions in a timely mannerOffer proactive support for all service enquires feedback or complaintsManage customer loyalty rewards enquiries and related administrative tasksManage Petstock online NPS function and drive detractors into promotorsProvide any sales assistance or order support to Stores, the Online and Warehouse teams and VET hospitalsAction and support for all Petstock service– Grooming, Vet & Puppy school, outbound initiatives/ offersProvide customer feedback on relevant initiative to ensure outbound function is always targeted, improving and supporting business goals
What We Need…
Established skills in providing high levels of customer service, preferable in a retail or contact centre environmentEquine industry experience is preferred and will assist to be successful in this roleCommitment to maintain an in-depth knowledge of products & servicesExperience working with a cloud-based customer management tool or ticketing systemProficiency working with Order Management Systems, preferably PRONTO & ShopifyAbility to achieve targets on an individual and team basisStrong organisational skills, with the ability to prioritise and manage conflicting prioritiesAdvanced interpersonal skills and attention to detailExceptional verbal & written communication skills
It’s a great time to join us and we’re excited to introduce you to the Petstock World…if this sounds like you, apply online today!
Our diversity makes us better...we are a diverse team with varying strengths and an inclusive organisation, committed to providing equal opportunities for all.
We encourage applications from people of diverse backgrounds who wish to be part of a culture where everyone can proudly be themselves.
Not the role for you? Feel free to jump on to our career site to view our other vacancies or express interest in future opportunities -