Customer Experience Advisor

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Additional Information

At Petstock, we are passionate about pets and the people who love them. Across our stores, support offices, Petstock Foundation, equine specialists, and online brands in Australia and New Zealand, we're united by one purpose making a positive difference in the lives of pets and their families. Due to continued internal growth and career progression within the Petstock Group, we have exciting opportunities available for Customer Experience Advisors to join our Support Office teams in Ballarat and Southbank. This role provides exceptional customer service and support across the Petstock Group, delivering positive outcomes through proactive, empathetic, and solution-focused customer interactions. How You will Support Our Customers: Manage and action all customer enquires through Phone, live chat and web queues Action all customer complaints by resolving problems, disseminating issues and implementing solutions in a timely manner Offer proactive support for all service enquires feedback or complaints Manage customer loyalty rewards enquiries and related administrative tasks Manage Petstock online NPS function and drive detractors into promotors Provide any sales assistance or order support to Stores, the Online and Warehouse teams and VET hospitals Action and support for all Petstock service- Grooming, Vet & Puppy school, outbound initiatives/ offers Provide customer feedback on relevant initiative to ensure outbound function is always targeted, improving and supporting business goals The Experience & Passion You will Bring: Experience in customer service, administration, or sales support, with a focus on positive customer outcomes. Proficiency in Zendesk and/ or CRM systems to manage customer enquiries and resolve issues efficiently. Strong written and verbal communication skills, with the ability to build effective relationships. Professional and customer-focused phone manner, confident handling a range of enquiries. Strong organisational skills and attention to detail, ensuring accurate and efficient task completion. If this is the opportunity you've been looking for and you love Pets as much as we do, apply today! Follow us on LinkedIn to keep up to date on life across our various brands - https://www.linkedin.com/company/petstock In our effort to support People, Pets & Planet, we're proud of the work our Foundation undertakes - https://www.petstock.com.au/pages/foundation Our diversity makes us better...we are a diverse team with varying strengths and an inclusive organisation, committed to providing equal opportunities for all. We encourage applications from people of diverse backgrounds who wish to be part of a culture where everyone can proudly be themselves At Petstock we are passionate about supporting the communities we're part of, where possible we aim to hire candidates from the same geographic region (typically within a 80km radius) to strengthen community connections and support local economies. Whilst we do not prioritise local candidates over others, we recognise the benefits of hiring individuals who have unique insights into the local community

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