Company Description
Our client is a leading name in Australia’s pet wellness industry, offering expert care through a national network of retail stores, vet clinics, and emergency hospitals. Their mission is to improve the lives of pets and their owners every day.

Job Description
Join a passionate team as a Customer Service Officer in North Ryde. In this full-time role, you’ll support pet lovers across Australia, providing expert advice, resolving inquiries, and helping deliver exceptional customer experiences in a fast-paced, pet-friendly environment.

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

• Respond to customer inquiries via phone, email, and chat with empathy and efficiency
• Resolve issues on first contact and escalate complex cases when needed
• Clearly communicate membership benefits, billing details, and terms
• Update customer information, manage payment schedules, and handle cancellations
• Support client retention through proactive and solution-oriented service
• Maintain accurate records and perform administrative tasks in line with team KPIs
• Work collaboratively with other departments to ensure smooth issue resolution

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)
• Strong problem-solving abilities and attention to detail
• Calm, empathetic, and professional approach under pressure
• Interest in pet care or wellness is a plus
• Experience using CRM systems; Zendesk knowledge is advantageous

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 2 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!