Full Time Hours: 39 Hours per week
Shift Pattern:
Early: 09.00 – 17.30
Middle: 10:00 -18.30
Late: 11.30-20.00
Saturday: 9am - 7pm
Sunday: 9am - 6pm
Applicants must be able to work a 2.5 (two full weekends, and either Saturday or Sunday) weekend shifts out of 6
Location: Remote Working
We’re looking for passionate people to join us and work in our Customer Services Team, where Pets and Customers are at the heart of everything we do.
By working in our Customer Services team, you will deal with different types of queries daily, to meet our customer’s needs, so you must be resilient. We are committed to making every interaction matter. There is a requirement to be flexible and adapt to the ongoing changing business needs of the Customer Services Team.
Key Responsibilities – What you’ll be doing
1. Engage and build rapport with customers either by Live Chat, Social Media or Telephone
2. Deliver Excellent customer service to each and every customer we have interaction with
3. Answer inbound calls from stores and customers through great understanding and knowledge of our processes.
4. The ability to empathise with the customer to problem solve & provide the best possible resolution for the customer
5. Stay up-to-date on new products, services, and policies
6. Collect and report customer feedback to ensure that best practice is recognised and maintained
7. The ability to bring our values to life through our interactions with customers and colleagues
8. Achieve company and individual Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
9. Engage with customers in a friendly and professional manner while actively listening to their concerns
10. Offer support and solutions to customers in accordance with the company's customer service policies
11. Other duties as requested
About You – What you’ll bring to the role
12. Experience within a Contact Centre or Customer Service environment is vital for this role.
13. Previous experience working towards targets & KPI’s.
14. Computer literate with the ability to multitask and use multiple systems at any one time
15. An ability to work as part of a great team
16. Excellent communication skills, being happy to communicate to our customer’s via Live Chat, email or phone.
17. Engage with customers and colleagues alike in a friendly and professional manner while actively listening to their concerns.
18. Proven ability of decision-making skills.
We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.