About UsGreencross is Australias largest integrated petwellnessorganisation;with a network of retail stores(Petbarn), veterinary practices (Greencross Vets), and our Animal EmergencyHospitals.Our purpose is to make our world a happier place through the love of pets.We are looking fora leader who achieves outstanding results, and who canembody ourvalues: Passion, Authentic, Caring, Knowledge and Togetherness.Job DescriptionAbout therole:Greencross is looking for a permanent full-timeCustomer Service Officerwho will play a key role in the success of the customer service team, based at the Greencross Support Office in North Ryde, NSW.Reporting to the Customer Service Supervisor, we are searching for team members who are passionate about providing exceptional customer service while operating in a high paced environment. Your key responsibilities will include but not limited to:Respond to all customer enquiries received via phone, email, and helpdesk in a timely manner.Aim for one touch customer service experience.Understand and communicate Healthy Pets Plus membership benefits, terms, and conditions.Handle client dispute and complaints upholding the values of the company, terms, and conditions of the membership.Seek assistance and guidance when required to resolve a customer enquiry or complaint and escalate as necessary.Process membership updates as required such as updating banking details, payment dates, payment frequencies and cancellations.Implement client retention strategies to ensure long-term satisfaction and loyalty among Healthy Pets Plus members.Record all communication and actions performed accurately and thoroughly.Perform daily membership administration tasks as assigned to you and achieve set KPIs as outlined by your team leader.Proven work experience within the finance or insurance industry is preferable as this job requires financial acumen.Develop an in-depth technical knowledge of operating systems and ensure accurate billing, storage of relevant customer information and effective system problem solving.Develop and maintain a strong relationship with clinic team members.Develop and maintain a relationship with support office team members.Contribute and engage in team meetings and training.QualificationsQualifications and experience required:Previous customer service experience, preferably in a call centre or similar environmentExcellent communication skills, both written and verbal.Strong problem-solving abilities with a solution-oriented mindset.Empathy and patience when dealing with pet owners'' concerns and inquiries.Knowledge or passion for pets, pet health, and wellness is a plus.Proficiency in using customer relationship management (CRM) software and basic computer applications. Zendesk is a bonus!Prior experience in customer retention.Ability to multitask, prioritize, and work effectively in a fast-paced environment.Strong attention to detail and numerical aptitude.Collaborative team player.Additional InformationHybrid role with the ability to work from home 2 days per week.Competitive salary and performance-based incentives.Comprehensive training and ongoing professional development.Opportunity to work in a pet-friendly and supportive environment.Access to pet wellness resources and services for your own furry friends with a staff discount.Contribution to a meaningful mission of promoting pet health and well-being.Company discounts across Petbarn and Greencross.The company contributes to the community through its Petbarn Foundation, giving back in meaningful ways.Pet friendly office.How to Contact UsSubmit your resume and cover letter by clicking Apply! #J-18808-Ljbffr
Job Title
HPP Customer Service Officer