Full-time Company Description 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.
Please note, hours of work for this role are:
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