Position Summary
This role is vital to the business and our customers. The role requires an individual that has a passion for providing exceptional customer service while operating in a high paced environment.
Key Accountabilities/Responsibilities
The responsibilities include the following:
Answering email, Phone and Live Chat queries from external customers regarding online orders, loyalty questions or general/ miscellaneous customer queries or feedback in a reasonable timeframe.
Ensuring shift KPI’s are met in line with business expectations
Responding to emails from stores, Area Managers and other internal customers in a timely manner.
Responding to phone enquiries from internal and external customers.
Investigating and tracking online customer orders and refunding orders where necessary.
Managing customer loyalty accounts.
Communicating with key stake holders to get the best resolution/ answer for the customer
Providing a high level of support to both external customers and All internal support departments
Skills and Experience Required
3+ years experience in a customer service representative or call centre role
Proven experience providing strong customer service
Passionate about finding solutions for customers
Excellent communication skills, both written and verbal
Good problem-solving skills
Familiar with Microsoft Office, particularly Outlook, Word and Excel
Familiar with Magento
Familiar with or have used Zendesk
Confidence in dealing with high volume of calls
Key Relationships
Internal
All internal support departments
Store Managers & Team Members
Clinic Team Members
Retail & Vet Area Managers
Service Desk IT
External
Customers