Log In

Don't have an account? Sign up now

Lost Password?

Sign Up

Software

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

br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]>

At Pet Circle, we want to create a world where pets and their families are healthy, happy & spend more time together – & we are looking for fantastic people to help us do that!
Over the past ten years, we’ve scaled to become one of Australia’s Top 5 eCommerce companies & the No.1 player in the Online Pet industry. We will accelerate our growth as we continue on our mission to disrupt the way that pet parents discover & shop for the products they love.
The pet industry is booming (it’s a $15billion dollar industry!) & 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
You do not need to match every listed expectation to apply for this position.

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

WHY JOIN?
– Australian Hyper-Growth Startup – Head Office in Sydney
  • Grown to become one of Australia’s Top 5 eCommerce companies & the No.1 player in the Online Pet industry.
  • From puppies to unicorns: Pet Circle banks $125m
  • Pet Circle raises $125m to become Australia’s latest unicorn

Make an impact: Enjoy being part of a driven 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.

Pet better: Take advantage of our employee discount, product sample giveaways 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 through our communities through team charity volunteer days
We have an incredibly passionate team, a leading brand, 700,000 customers and growing, and we’re only just getting started!

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 are 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.

For the safety and comfort of our team and in line with our COVID-19 Health Policy, all employees of Pet Circle are required to be double vaccinated against COVID-19 or have a valid medical contraindication form. Evidence of COVID-19 vaccination will need to be cited before starting with us.

Job Overview

  • ID: 247308
  • Date Posted:
  • Location: ,
  • Job Title: Pet Circle Hiring for Customer Specialist (Contact Centre) – Casual Job at Remote