Key Accountabilities/Responsibilities
The responsibilities include the following:
- Answering emails and Live Chat queries from external customers regarding online orders, loyalty questions or general/ miscellaneous customer queries or feedback in a reasonable timeframe.
- Ensuring shift KPI’s are met in line with business expectations
- Responding to emails from stores, Area Managers and other internal customers in a timely manner.
- Investigating and tracking online customer orders and refunding orders where necessary.
- Managing customer loyalty accounts.
- Communicating with key stake holders to get the best resolution/ answer for the customer.
- Providing a high level of support to both external customers and internal support departments.
Key Relationships
Internal
- All internal support departments
- Store Managers & Team Members
- Clinic Team Members
- Retail & Vet Area Managers
- Service Desk IT
External
Skills and Experience Required
- One to two years’ experience in a customer service representative or call centre role
- Proven experience providing strong customer service
- Passionate about finding solutions for customers
- Excellent communication skills, both written and verbal
- Good problem-solving skills
- Familiar with Microsoft Office, particularly Outlook, Word and Excel
- Familiar with Magento
- Familiar with or have used Zendesk
- Confidence in dealing with high volume of inbound email and chat enquiries
