What are we looking for?

• College degree preferred, and High School Diploma required.

• Experience in customer care an asset.

• Answering phones and the ability to deal with customer interactions on all channels.

• Ability to de-escalate, resolve conflict and exude patience in all interactions.

• Identify roadblocks and escalate to the appropriate channels.

• Case management and follow through for one call resolution.

• Perform and meet individual and team KPIs.

• Utilize active listening skills, deal with ambiguity, and empathize with customers' needs and wants.

• Attend and participate in all relevant trainings and demonstrate retained knowledge of trainings

• Provide feedback on process improvements

• Helps drive team engagement in the MARS way or following the 5Ps.

• Curiosity and drive for development.

• The scope of the Customer Service role is to take care of the customer's needs by providing professional, helpful, high-quality service and assistance before, during, and after the customer's requirements are met.

• Due to a remote work environment, a dedicated workspace and internet connection of 100kbps is required.

What will be your key Responsibilities?

Communication skills:

• Ability to use email, chat, phone, and Teams as means of communication.

• Ability to clearly understand and respond appropriately to the issues presented

• Ability to communicate clearly and concisely with external customers, as well as internal colleagues and departments.

• Ability to compose grammatically correct and informative written responses to customer issues

• Ability to document customer account activities thoroughly and concisely.

Computer Skills

• Confident with navigating around the internet, using multiple browsers and tabs, and instant messenger tools as well as systems.

• Proficiency in Windows operating systems and Microsoft Outlook

• Quick learner when introduced to new technologies and systems

Virtual contact flexibility requirement:

• Must have a high-speed internet access (minimum 100kbps)

• Must have space free from background noise, interruptions, and distractions.

Environment:

• Must be able to adapt to a pet friendly environment when in the office.

• Must have a passion for helping peers, pets and customers.

• Ability to work in high volume, fast paced every changing atmosphere.

• Flexibility scheduling, nights, holidays, and possible weekends availability.

What can you expect from Mars?

• Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.

• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

• Best-in-class learning and development support from day one, including access to our in-house Mars University.

• An industry competitive salary and benefits package, including company bonus.

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