At Greencross, we are Australia's premier integrated pet wellness organization. We boast a vast network of retail stores under brands like Petbarn and City Farmers, top-notch veterinary practices known as Greencross Vets, and our state-of-the-art Animal Emergency Hospitals. Our unwavering purpose is to spread happiness by nurturing the love for pets.

We are in search of 2 dedicated and results-driven team members to join us as a Full-time Customer Service Officer at our Greencross Support Office in North Ryde, NSW. Reporting to the Customer Service Supervisor, you will be a crucial part of our customer service team, providing exceptional support in a fast-paced environment to our Healthy Pets Pus Program.

Key Responsibilities:

As a Customer Service Officer at Greencross, your main responsibilities include:

• Responding to customer inquiries via phone, email, and helpdesk in a timely manner
• Striving for a one-touch customer service experience
• Proficiently explaining Healthy Pets Plus membership benefits, terms, and conditions
• Managing client disputes and complaints in accordance with company values and membership terms
• Collaborating with colleagues to resolve complex inquiries or escalate as needed
• Managing membership updates, such as banking details, payment dates, frequencies, and cancellations
• Implementing client retention strategies to ensure long-term satisfaction among Healthy Pets Plus members
• Thoroughly and accurately recording all communications and actions
• Completion of daily membership administration tasks in line with team-defined KPIs
• Gaining technical expertise in operating systems, accurate billing, customer information storage, and effective problem-solving
• Cultivating strong relationships with clinic and support office team members
• Actively participating in team meetings and training sessions

To excel in this role, we are seeking candidates with the following qualifications and attributes:

• Previous experience in customer service with a focus on retention, ideally in a call centre or similar setting (finance or insurance industries would be highly regarded)
• Exceptional written and verbal communication skills
• Strong problem-solving skills with a focus on finding solutions
• Empathy and patience when addressing pet owners' concerns and inquiries.
• A passion for or knowledge of pets, pet health, and wellness is a definite plus
• Proficiency in customer relationship management (CRM) software; experience with Zendesk is a bonus
• Financial acumen
• Ability to multitask, prioritize, and perform effectively in a fast-paced environment
• Meticulous attention to detail and numerical aptitude
• A team player with a collaborative spirit

At Greencross, we offer a range of benefits, including:

• Competitive salary and performance-based incentives
• Comprehensive training and ongoing professional development opportunities.
• A supportive and pet-friendly work environment
• Access to pet wellness resources and services with a staff discount for your own furry friends
• Contribution to a meaningful mission of promoting pet health and well-being.
• Company discounts across Petbarn and Greencross Vets
• Our commitment to giving back to the community through the Petbarn Foundation
• A pet-friendly office

To register interest:

Click on the link to register your interest in joining our team, and we will be in touch with you to discuss further.

Please note, hours of work are:

Role 1:

• Monday – 9am-530pm
• Tuesday – Friday – 9am-5pm

Role 2:

• Monday: 9.30am – 6pm
• Tuesday – Friday – 10am-6pm