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!