Pet Circle Hiring for Customer Specialist (Contact Centre) – Casual Job at Australia Full Time

At Pet Circle, we want to create a world where pets and their families are healthy, happy and spend more time together. Over the past ten years, we’ve scaled to become one of Australia’s Top 5 eCommerce companies and the No.1 player in the Online Pet industry. In December 2021 we achieved Australian unicorn status with a $125 million Series C raise – exciting times ahead! We will accelerate our growth as we continue on our mission to disrupt the way that pet parents discover and shop for the products they love.

The pet industry is booming (it’s a $15billion dollar industry!) and pets are holding bigger spaces in our hearts and homes than ever before. Online penetration of the pet industry is going to grow exponentially in the next 5 years. This is a unique opportunity in your career to be part of our exceptional growth story!

Founded and headquartered in Sydney, our team is now over 700 people strong and are based across Australia, New Zealand and the Philippines.

The Opportunity

Our mission is to engage with our community of pet families as their specialist for everything pet. This means we need our frontline Customer Specialist Team to be absolute specialists in our products, our business model and our customers. Our Customer Specialists are there to support our Customers through every stage of their journey with Pet Circle, from welcoming a new pet through to when things don’t go to plan.

Your Responsibilities

• Deliver best in class customer service in a high-volume and complex, contact centre environment. You will be predominantly phone-based with some live chat and email response. You will be handling customer requests ranging from delivery enquiries to product recommendations.
• Handle all customer queries with the goal of providing an efficient, effective resolution while delighting our customers, going above and beyond to build loyalty and advocacy
• Deliver on all team and individual KPIs, balancing productivity targets and customer satisfaction metrics (CSat, NPS, Customer Lifetime Value and Retention Rates)
• Be open and receptive to feedback and coaching as we pride ourselves on living our continuous improvement mindset
• Positively contribute to our passionate, pet-loving, customer-oriented, and results-driven team!

What pawsome Looks Like

• Exceptional English written and verbal communication skills – You can compose thoughtful, personalised responses to customers
• High EQ to truly connect with customers, ask quality questions and anticipating needs
• Customer centric mindset and natural tendency to go above and beyond to solve problems
• Outcome-oriented / results driven – thrives on solving issues efficiently while giving an excellent experience
• Excellent problem solving and listening skills, using strong judgement and patience to manage the most complex customer requests
• Resilience for troubleshooting & dealing with difficult stakeholders (you love turning these situations around)
• Thrive under pressure with an ability to multi-task across multiple systems
• Strong time management skills and naturally well organised – You work efficiently within time constraints and are able to cope with a variety of demands and prioritise tasks
• High self-motivation & discipline to work effectively from home and independently resolve customer issues

Your Ideal Experience

• Minimum 2 years’ professional experience in a fast paced, results driven environment where you were managing internal or external customer requests. This may have been a contact centre, customer services or a role with transferable skills
• Experience working with online systems (CRM, ticketing systems, order management software is ideal)
• Fast learner with strong fluency in Web Technologies and the Internet

Our Values

• Accountability – Promises are made, and promises are kept
• Teamwork – Value the diverse backgrounds and expertise we all bring
• Communication – Honest, clear and respectful
• Continuous Improvement – Failure is OK, as long as we own it and learn from it

Other Benefits of Working at Pet Circle

• Make an impact: Enjoy being part of a cohesive team with a collaborative culture that values decision-makers and action.
• Invest in you: Accelerate your career through our learning & development opportunities – think learning tools, stretch projects, focus groups, secondments and other internal mobility opportunities!
• Work where it works for you – work anywhere in the world for up to 2 weeks per year.
• We value wellbeing: We’re here to support you in times of need with our Employee Assistance Program. Team hybrid working arrangements also enable you to balance collaboration with home and family commitments and our ClassPass subsidy is there to promote physical and mental wellness.
• Pet better: Take advantage of our employee discount, on-demand vet support, product sample giveaways, puppy and kitten boxes and PAWrental leave for your furry family!
• Help us to give back: Join us on our animal welfare mission: we donate 10,000kg of pet food and supplies per month to pet shelters and support our communities through team charity volunteer days.

Belong at Pet Circle

Our unique expertise unites us to achieve our goal of helping pet parents, pet better. We value diversity in all forms and perspectives, always. Our global team is highly valued for all that they offer, we listen to each other and create a humble and inclusive environment for all to thrive. No matter your background, please apply if our roles ignite an excitement in you to bring your full self to work each day.

Working Arrangements

We are building a highly autonomous, empowered remote team – so you will be working from your home office. Specific working arrangements:

• You must have a good home office set-up, including desk, laptop (and second screen), headphones / headset, phone and a fast and reliable internet connection.
• Casual role – we would love for you to be available for 2 days per week minimum (more shifts available)
• We work between 6:45am and 7:30pm on rotation