Company Description
Our client is a leading organisation in the pet wellness industry in Australia. They operate an extensive network of retail stores, veterinary practices, and emergency animal hospitals. Their mission is to enhance the lives of pets and their owners by providing exceptional care and support.

Job Description
Our client is looking for a dedicated and results-driven individual to join their team as a Full-time Customer Service Officer at their support office in North Ryde. Reporting to the Customer Service Supervisor, you will be an essential part of their customer service team, delivering outstanding support in a dynamic environment.

As a Customer Service Officer, your primary duties will include:

• Responding efficiently to customer inquiries via phone, email, and chat
• Striving to resolve issues on the first contact
• Clearly explaining membership benefits, terms, and conditions
• Handling client disputes and complaints in line with company values
• Working with colleagues to resolve complex issues or escalate when necessary
• Managing updates to membership details, including banking information, payment schedules, and cancellations
• Implementing strategies to retain clients and ensure their long-term satisfaction
• Accurately recording all interactions and actions
• Performing daily administrative tasks in accordance with team-defined KPIs
• Gaining proficiency in operating systems, billing procedures, customer information management, and problem-solving
• Building strong relationships with team members across the organisation
• Actively participating in team meetings and training sessions

To thrive in this role, you should should have:

• Previous customer service experience with a focus on retention, preferably in a call centre or similar environment (experience in finance or insurance is a plus)
• Excellent written and verbal communication skills
• Strong problem-solving abilities with a focus on providing solutions
• Empathy and patience when addressing customer concerns
• A passion for, or knowledge of pets and pet wellness is advantageous
• Proficiency in CRM software; experience with Zendesk is a bonus
• Financial acumen
• Ability to multitask, prioritize, and perform effectively in a fast-paced setting
• Keen attention to detail and numerical accuracy
• A collaborative and team-oriented approach

Our client offers a range of benefits, including:

• Competitive salary and performance-based incentives
• Comprehensive training and ongoing professional development
• A supportive and pet-friendly work environment
• Access to pet wellness resources and services, with staff discounts for personal pets
• The chance to contribute to a meaningful mission in pet health and well-being
• Company discounts on relevant products and services
• A commitment to community support through charitable initiatives
• A pet-friendly office atmosphere
• Hybrid flexibility: can WFH up to 3 days per week once deemed competent.

If you believe you’re the right fit for this role and are excited about the opportunity, APPLY NOW to kickstart your career!