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Customer Specialist
Pet Circle. Deliver best-in-class customer service in a high-volume and complex contact centre environment .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in delivering exceptional customer service in a high-volume contact center, effectively resolving queries and building customer loyalty. Proficient in applying root cause analysis and suggesting process improvements to enhance customer interactions and outcomes.
Highest-signal resume keywords
Customer Service ExcellenceCRM ExperienceRoot Cause AnalysisKPI AchievementFast Learner
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Query ResolutionDelivery Enquiries HandlingProduct RecommendationsProcess ImprovementOnline Systems Proficiency
Soft Skills
Relationship BuildingTrust EstablishmentFeedback ReceptionTeam Collaboration
Tools & Technologies
Ticketing SystemsOrder Management Software
Industry Keywords
Contact Centre EnvironmentCustomer LoyaltyCustomer Satisfaction (CSat)Net Promoter Score (NPS)Customer Lifetime ValueRetention Rates
About the role
Key responsibilities & impact- Deliver best-in-class customer service in a high-volume and complex contact centre environment
- Provide predominantly phone-based support with some live chat and email response
- Handle customer requests including delivery enquiries and product recommendations
- Resolve customer queries efficiently and effectively while building customer loyalty and advocacy
- Build genuine relationships with pet parents and establish trust
- Own customer problems through to resolution and find the best outcome for the customer and Pet Circle
- Apply root cause analysis to recurring issues and share insights to address problems at their source
- Identify and suggest improvements across processes, tools, and knowledge
- Personalise interactions for each customer and their pet
- Deliver team and individual KPIs, including productivity, CSat, NPS, Customer Lifetime Value, and Retention Rates
- Receive and apply feedback and coaching
- Contribute positively to the customer-oriented, pet-loving team
Requirements
What you’ll need- Minimum 2 years’ professional experience in a fast paced, results driven environment where you were managing internal or external customer requests
- Fast learner and experience working with online systems and web technologies
- CRM, ticketing systems, and order management software ideal
- Preference is someone that is Sydney-based
- Good home office set-up, including desk, laptop and second screen, headphones/headset, phone, and fast and reliable internet connection
- Antivirus and malware software installed on your device
- Availability for a full-time, permanent role of 38 hours per week, Monday–Friday
- Availability to work a rotational roster between 6:45am and 7:30pm
Benefits
Comp & perks- Heaps of development opportunities - lunch & learns, secondments & unlimited learning courses via Go1
- Flexible working environment
- Up to 50% employee discount
- Product sample giveaways
- Pawrental leave