The posting
Position Summary
As a key member of our customer service department, you will play a vital role in ensuring the highest level of satisfaction for our valued pet owners who are part of the client's program. This role involves effective communication, problem-solving skills, a genuine passion for pets' well-being, and a strong focus on customer retention.
Key Accountabilities/Responsibilities
The responsibilities include the following:
- Respond to all customer enquiries received via phone, chat, email, and helpdesk in a timely manner.
- Aim for one touch customer service experience.
- 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 the client's members.
- Record all communication and actions performed accurately and thoroughly.
- Perform daily membership administration tasks as assigned to you and achieve set KPI’s as outlined by your team leader.
- 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.
Technical Duties
- Cultivate an extensive technical understanding of operating systems, ensuring accurate billing, organized customer data, and effective problem-solving within the system.
Relationship Building
- Foster and nurture relationships with clinic and support office teams.
- Actively engage in team meetings and training sessions
Communication & Teamwork
- Align with Management and Board of Directors viewpoints, fostering transparent communication with co-workers, clients, clinics, and external contacts.
- Display professionalism in all interactions, adapting communication style to various situations.
- Participate actively in team meetings, showcasing initiative and commitment to Group policies and procedures.
Time Management
- Exhibit proficiency in planning, prioritizing, and organizing daily work schedules.
- Delegate tasks when necessary and collaborate with co-workers to ensure the completion of daily work routines
Problem Solving
- Demonstrate strategic planning and prioritization skills to navigate daily work schedules.
- Provide support to co-workers and assume additional responsibilities as needed to uphold company policies.
Self-Development
- Exhibit eagerness to enhance and apply professional and personal skills, including product knowledge, computer proficiency, presentation skills, conflict management, and customer retention strategies.
Personal Presentation
- Adhere to company guidelines for personal presentation during various events, such as practice visits, conferences, product launches, meetings, and more.
Qualifications and Experience Required
- Previous customer service experience, preferably in a call centre or similar environment
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities with a solution-oriented mindset.
- Empathy and patience when dealing with concerns and inquiries.
- Proficiency in using customer relationship management (CRM) software and basic computer applications. Zendesk is a bonus!
- Financial acumen.
- 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.
- Pet lover is a plus!
