Full-timeCompany DescriptionAt 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 DescriptionWe 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 mannerStriving for a one-touch customer service experienceProficiently explaining Healthy Pets Plus membership benefits, terms, and conditionsManaging client disputes and complaints in accordance with company values and membership termsCollaborating with colleagues to resolve complex inquiries or escalate as neededManaging membership updates, such as banking details, payment dates, frequencies, and cancellationsImplementing client retention strategies to ensure long-term satisfaction among Healthy Pets Plus membersThoroughly and accurately recording all communications and actionsCompletion of daily membership administration tasks in line with team-defined KPIsGaining technical expertise in operating systems, accurate billing, customer information storage, and effective problem-solvingCultivating strong relationships with clinic and support office team membersActively participating in team meetings and training sessionsQualificationsTo 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 skillsStrong problem-solving skills with a focus on finding solutionsEmpathy and patience when addressing pet owners' concerns and inquiriesA passion for or knowledge of pets, pet health, and wellness is a definite plusProficiency in customer relationship management (CRM) software; experience with Zendesk is a bonusAbility to multitask, prioritize, and perform effectively in a fast-paced environmentMeticulous attention to detail and numerical aptitudeA team player with a collaborative spiritAdditional InformationAt Greencross, we offer a range of benefits, including:
Competitive salary and performance-based incentivesComprehensive training and ongoing professional development opportunitiesA supportive and pet-friendly work environmentAccess to pet wellness resources and services with a staff discount for your own furry friendsContribution to a meaningful mission of promoting pet health and well-beingCompany discounts across Petbarn and Greencross VetsOur commitment to giving back to the community through the Petbarn FoundationA pet-friendly officeTo 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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