Customer Support Executive

As manufacturers and retailers of all-natural, species appropriate pet food, our mission is to provide the best nutritional solutions to pets and streeties all over the country. A love of dogs lies at the heart of what we do. We’re especially passionate about championing street dog welfare and promoting how awesome indie dogs (and cats!) are. Some of our most cherished workmates are the street dogs who’ve made themselves at home in our office. You can learn more about us here.

If working in an environment full of wagging tails, furry friends, and a team that’s obsessed with all things dog sounds like something you’d like, we’d love to hear from you.

Responsibilities include:

• Respond to customer inquiries via email, phone, WhatsApp, and social media platforms in a timely and professional manner.
• *Resolve customer issues *by identifying the root cause, troubleshooting, and providing solutions or escalating the matter to the appropriate department when necessary.
• Manage and track customer requests and complaints and ensure timely closure of all issues
• Collaborate with cross-functional teams (sales, technical support, product, etc.) to ensure customer concerns are addressed comprehensively.
• *Maintain up-to-date knowledge *of the company’s products, services, policies, and procedures in order to provide accurate and thorough information to customers.
• Handle refunds, returns, and exchanges following company guidelines and ensuring a smooth process for the customer.
• Provide feedback to the product and service teams based on recurring customer issues to help improve offerings.
• Identify opportunities to upsell or cross-sell products/services to existing customers where appropriate.