Customer Service Officer

Customer Support Officer – Best for Pet Program
Location: Auckland or Christchurch, New Zealand

At VetPartners, we pride ourselves on delivering shared services support that drives success for our veterinary clinics. This role features a hybrid work arrangement, with four days in the office to promote collaboration, build strong connections, and enhance team engagement, and will directly support our mission of delivering exceptional veterinary care.

Are you passionate about helping others and love animals? Join a team that supports veterinary clinics across Australia and New Zealand and helps make quality pet care more accessible.

As a Customer Support Officer, reporting to the Customer Service Team Leader, you’ll be the friendly voice and helpful guide for veterinary clinics and clients using the Best for Pet Wellness Plan. Based within our dedicated call centre team, you’ll be the first point of contact for clinics and clients—responding to enquiries via phone and email with professionalism, empathy, and efficiency.

You’ll provide guidance on program details, assist with troubleshooting system or product issues, and escalate more complex matters to our specialist teams when needed. Your proactive, customer-first approach will help clinics and clients get the most out of the Best for Pet Wellness Plan ultimately improving veterinary care for pets and their owners.

What you’ll be doing

• Support Clinics/Clients: Respond to inbound calls and emails, providing clear, accurate information about the Best for Pet Wellness Plan.
• Solve Problems: Diagnose and troubleshoot system or product issues, walking clinic teams and clients through solutions or escalating where necessary.
• Build Relationships: Develop trusted, long-term relationships through reliable, friendly support and follow-ups.
• Stay Organised: Accurately record all interactions in our CRM, maintain records, and contribute to reports and trend analysis.
• Contribute Ideas: Identify opportunities to improve service delivery and share insights with internal teams.
• Collaborate: Work closely with colleagues to meet service levels, share knowledge, and ensure a positive team culture.

What we’re looking for

• Excellent verbal and written communication skills
• Strong problem-solving ability and calmness under pressure
• Confident using technology and quick to learn new systems
• A customer-focused, empathetic approach to support
• Strong time management and ability to prioritise tasks effectively
• A collaborative team player with a positive, professional attitude

Why join VetPartners?

• Shared Purpose: Join a passionate community dedicated to making a positive impact on pets and their owners.
• Collaborative Culture: Work in a supportive environment where innovation and personal growth are encouraged.
• Rewarding Work: Know that your contributions directly support a meaningful mission every single day.
• Career Growth: Grow with us through ongoing training and professional development.

If you’re a natural communicator who thrives on solving problems and helping others succeed, we’d love to hear from you.

Apply now to join a team that’s making a difference—one clinic (and one pet) at a time.

VetPartners is committed to Equal Employment Opportunities. We are dedicated to provide an inclusive, diverse, and flexible workplace where differences are valued. We welcome people of all backgrounds, experience and abilities.

A note to recruitment agencies: We are not accepting candidates from recruitment agencies.  We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.  No agencies required.