Pets Choice is home to fast growing and leading Pet brands including Webbox, TastyBone, Meatiful, Felight, Bob Martin & Vets Kitchen. We are the 5th largest branded Pet care manufacturer in the UK going through continuous and sustainable growth, with ambition to be number one, and ambition to be the best that we can be!
The main purpose of this role is to efficiently and accurately provide customer support, dealing with enquiries and complaints and resolving any issues to their conclusion. Offering professional, efficient and timely service to customers in a multi-platform environment.
Responsibilities include:
* First point of contact for advice and support in respect of our brands and products, ensuring queries and complaints are resolved to an exceptional standard and satisfactory conclusion.
* Respond and resolve a wide variety of queries and complaints via multiple channels such as telephone, email, post, chat, web, review forums and social channels.
* Ensure all cases are recorded on the CRM system.
* Demonstrate empathy and understanding to our customers.
* Support the team with reporting cases of adverse reaction in line with company procedures.
* Pro-actively call consumers to pre-empt customer frustrations or case escalation.
* Encourage the generation of positive customer reviews.
* Produce accurate and insightful reports.
* Liaise with and develop relationships internally and externally to assist with the satisfactory conclusion of complaints and enquiries.
* Administrator for any databases used to log consumer contact to ensure that the programme runs effectively and efficiently, this includes creating any necessary updates to the system e.g. updating field screens, updating letter/email templates, resolving user functionality issues and developing reporting templates.
* Adherence of agreed business policies and procedures, as well as legal requirements affecting the department e.g. GDPR.
* Maintain, file, organise and archive data and information ensuring information is easily retrievable for audits.
* Support with audits relating to the department when required.
* Be an ambassador for Pet's Choice and our brands.
About you:
* Experience gained from a customer service role.
* Knowledge and experience of CRM systems in a contact centre environment.
* A genuine interest in working with and helping customers.
* Excellent communication skills, both verbal and written, with the ability to handle sensitive issues in a polite and friendly manner.
* Good listening skills to be able to identify and define issues being raised by customers.
* Empathy and emotional intelligence.
* High level of attention to detail.
* Must be fluent in English.
* A flexible, enthusiastic, and committed attitude.
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