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Customer Specialist
Pet Circle. Deliver best-in-class customer service in a high-volume, 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 centre environment, effectively resolving queries and building customer loyalty. Proficient in utilizing CRM and ticketing systems to manage customer interactions and improve processes.
Highest-signal resume keywords
Customer Service ExcellenceCRM ExperienceRoot-Cause AnalysisKPI AchievementFast-Paced Environment Experience
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 ResolutionProcess ImprovementProduct RecommendationsData AnalysisOnline Systems Proficiency
Soft Skills
Relationship BuildingEffective CommunicationAdaptabilityTeam CollaborationFeedback Reception
Tools & Technologies
Ticketing SystemsOrder Management SoftwareWeb TechnologiesHome Office Setup
Industry Keywords
Contact CentreCustomer 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, complex contact-centre environment
- Provide predominantly phone-based support, with some live chat and email responses
- Handle customer requests including delivery enquiries and product recommendations
- Resolve customer queries efficiently and effectively while building loyalty and advocacy
- Build genuine relationships with pet parents and establish trust
- Own customer problems through to resolution and find the best outcome for customers and Pet Circle
- Apply root-cause analysis to recurring issues and share insights to address problems at their source
- Identify and suggest improvements to processes, tools, and knowledge
- Personalise interactions based on each customer and their pet
- Deliver team and individual KPIs, including productivity, CSat, NPS, Customer Lifetime Value, and retention rates
- Receive and act on feedback and coaching
- Contribute positively to a passionate, pet-loving, customer-oriented, results-driven team
Requirements
What you’ll need- Minimum 2 years’ professional experience in a fast-paced, results-driven environment managing internal or external customer requests
- Experience may include contact centre, customer services, or a role with transferable skills
- Fast learner
- Experience working with online systems and web technologies
- CRM, ticketing systems, and order management software experience is ideal
- Good home office setup, including desk, laptop and second screen, headphones/headset, phone, and fast and reliable internet connection
- Antivirus and malware software installed on the device
- Ability to work full time, 38 hours per week, Monday–Friday
- Availability for a rotational roster operating between 6:45am and 7:30pm
Benefits
Comp & perks- Heaps of development opportunities, including lunch & learns, secondments, and unlimited learning courses via Go1
- Flexible working environment
- Up to 50% employee discount
- Product sample giveaways
- Pawrental leave
- Volunteer days for the causes you care about
- Fitness corporate partnership
- Pet-friendly office