Customer Experience Specialist (Casual)

The Opportunity

This is a casual position onsite at our facility in Pemulwuy, with an immediate start.

Pet Circle believes in doing things differently, with pets and their owners at the centre of every decision. Our new venture will increase pet owners’ accessibility to pet healthcare and provide better choice, value and convenience - enabling pet parents to enhance their pets' quality of life even further.

This is an incredible opportunity for a Customer Specialist to help us scale our new venture in the Australian market. As a dedicated Customer Specialist, your role will be crucial to educating and supporting pet parents through every stage of this unique new journey.

What you’ll be doing

• Deliver best-in-class customer service in a high-volume and complex contact centre environment. You will be predominantly phone-based and email response. You will handle inbound and outbound customer contacts ranging from delivery and how-to-order enquiries.
• Handle all customer queries with the goal of providing an efficient and effective resolution (owning our team and individual input SLA metrics for phone and email) while delighting our customers, going above and beyond to build loyalty and advocacy.
• Become the Voice of the Customer team. You'll report on customer interactions and share relevant insights and opportunities to drive fast and efficient improvements, playing a critical role in shaping the best purchase experience.
• Wear many hats and be ready to support different areas of the new venture when needed. Including coordinating with delivery partners, executing pricing strategy, and order fulfilment, among others.

Your Ideal Skills & Experience

• Experience in a fast-paced, results-driven environment where you managed internal or external customer requests. This may have been a contact centre, customer service or a role with transferable skills.
• Experience working with online systems (CRM, ticketing systems, order management software is ideal)
• Fast learner with strong fluency in web-based tools and platforms
• Start-up motivation - growth mindset and a fast learner who makes things happen and is adaptable to change

What Awesome Looks Like

• Exceptional written and verbal communication skills in English - you can compose thoughtful and personalised responses to customers
• High EQ to truly connect with customers, ask quality questions and anticipate needs
• Learning appetite - you are ready to wear many hats and go above and beyond to solve daily challenges as we shape this new business. You have an interest in developing entrepreneurial and business management skills.
• Customer-centric mindset and natural tendency to go above and beyond to solve problems
• Outcome-oriented / results-driven - thrives on solving issues efficiently while giving an excellent experience
• Excellent problem-solving and listening skills, using strong judgement and patience to manage the most complex customer requests
• Resilience in troubleshooting & dealing with difficult stakeholders (you love turning these situations around)
• Strong time management skills and naturally well organised - You work efficiently within time constraints, can cope with various demands, and prioritise tasks.

Specific working arrangements:
Casual position
Shifts: Monday (full day), Tuesday to Friday (half day)
100% on-site in our Pemulwuy-based Warehouse.