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!