Customer Service Advisor - 12 Week FTC - Remote

Contract: 12 Weeks

Hours: 39 Hours - Full Time

About the Role

We’re on a mission to create the best pet care business in the world. And that means offering a whole ecosystem of services - from diet and lifestyle to grooming and veterinary care. All from one convenient, accessible source. We believe in the power of pets. They make us think and they make us care. And because they give us their best, we’re looking for people to help us to give them ours. And that’s where you come in.

Pets and Customers are at the heart of everything we do and we’re looking for experienced Customer Service Advisors to join us on a 12-week Fixed Term Contract. Working in our Customer Services team, you will deal with different types of queries daily, to meet our Customer’s needs, so resilience is key in this role. We are committed to making every interaction matter, whether that be via Live Chat, Email or Phone. Previous experience working on Live Chat is a must for this role, typically handling 2-3 chats at a time. There is a requirement to be flexible and adapt to the ongoing changing business needs of the Customer Services Team.

Shift Patterns:

Monday to Friday: 9am - 8pm

Early: 9am - 5.30pm

Middle:10am - 6.30pm

Late: 11.30am - 8pm

Weekends:

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

Key Responsibilities – What you’ll be doing

• Engage and build rapport with Customers either by Live Chat, Social Media or Telephone
• Deliver Excellent customer service to each and every Customer we have interaction with
• Answer inbound calls from stores and Customers through great understanding and knowledge of our processes
• The ability to empathise with the Customer to problem solve & provide the best possible resolution for the Customer
• Stay up-to-date on new products, services, and policies
• Collect and report Customer feedback to ensure that best practice is recognised and maintained
• The ability to bring our values to life through our interactions with customers and colleagues
• Achieve company and individual Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
• Engage with Customers in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's Customer service policies
• Other duties as requested

About You – What you’ll bring to the role

• Experience within a Contact Centre or Customer Service environment is vital for this role
• Previous experience multi-tasking working with Live Chat, emails, and phones
• Excellent communication skills
• Confident communicating to our Customer’s
• Previous experience working towards targets & KPI’s
• Computer literate with the ability to multitask and use multiple systems at any one time
• An ability to work as part of a great team
• Engage with Customers and Colleagues alike in a friendly and professional manner while actively listening to their concerns
• Proven ability of decision-making skills

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so 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