Customer Experience Specialist (Casual)

At Pet Circle, we want to create a world where pets and their families are healthy, happy and spend more time together - and 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 and 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 and shop for the products they love. 

The pet industry is booming (it’s a $15billion dollar industry!) and 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. We are building a team of ‘Tailwaggers’ who take ownership of going above and beyond the usual customer service experience, with a focus on surprising and delighting our customers. This role sits within this team, and will primarily be responsible for hand writing cards to customers, as well as some other tasks such as packing ‘wow moments’ gifts with the team. 

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 could be available).

-Rotating roster with shifts between the hours of 6:30am - 7:30pm (Monday - Friday).

-You will be expected to attend our Eastern Creek or Sydney CBD office twice per month (minimum) to attend team office days. 

• 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 to provide 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!
• The ability to think creatively and take initiative to drive our team’s results.

• 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.

• 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 anticipate needs.
• Customer-centric mindset and natural tendency to go above and beyond to solve problems.
• Outcome-oriented and 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 and discipline to work effectively from home and independently resolve customer issues.
• Able to set boundaries between your home and work environment.

You do not need to match every listed expectation to apply for this position.

Why Join?

We’re passionate about what we do and our love for pets is the centre of our why. Becoming a pawsome Pet Circler means you’re committed to help shape an entire industry - pretty exciting stuff! We’re a stable, innovative and low-ego group of people who relish challenges and aren’t afraid to do what’s right. Here’s what we stand for; 

- Culture first. Every time. 

- We live and breathe our values of Better Together, Pets Matter, Instinctively Curious and Humble Hearts, Hungry Minds. Values alignment is super important to us - you’ll notice this through our recruitment process. 

- A focus on you and your development - think learning tools, stretch projects, focus groups, secondments and other internal mobility opportunities!

- We’re committed to flexibility and understand that it means different things to different people. We also offer generous parental leave for those exciting new life adventures!

- Your wellbeing is non-negotiable. We seek to provide a collaborative, caring and safe environment, allowing you to present your full self each day. 

- Pet better with our generous employee discount, product sample giveaways and Pawrental leave for your furry family.

- 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, over 700,000 customers and growing, and we’re only just getting started!

At Pet Circle, candidate experience is of utmost importance. We have been recognised as a 2023 Circle Back Initiative Employer and we commit to responding to every application.

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.