PawPots is an innovative online platform offering fresh, cooked, and fully customized meal plans for dogs and cats. With a focus on using real, natural ingredients, we prioritize pet health and nutrition. Our offerings are complemented by advanced Health-tech services, making it easier and more efficient for pet parents to care for their pets. At PawPots, we combine convenience, technology, and high-quality nutrition to ensure pets thrive.

We are looking for a passionate Customer Experience Specialist to join our team. This role is pivotal in enhancing our customer journey by providing exceptional service and support. You will be the voice of PawPots, ensuring that our customers' experiences are both positive and memorable. Ideal candidates would be dog/cat parents.

Responsibilities

• Interact with customers via phone, email, and live chat to address inquiries, resolve issues, and provide product recommendations.
• Handle and resolve customer complaints in a timely and empathetic manner, ensuring customer satisfaction and loyalty.
• Document and escalate customer feedback to the relevant departments to help improve our products and services.
• Implement strategies to enhance overall customer satisfaction and loyalty.
• Collaborate with the marketing team to integrate customer insights into marketing campaigns.
• Monitor customer service performance with key metrics and prepare detailed reports on your findings.
• Stay informed about new products and services to accurately address customer queries.
• Assist in developing FAQs and other customer support materials to enhance the customer experience.

• Bachelor’s degree in Communication, Business Administration, or related field.
• Proven experience in customer service or a client-facing role, preferably in the e-commerce or pet care industry.
• Exceptional verbal and written communication skills in English.
• Strong problem-solving ability and attention to detail.
• Ability to empathize with and prioritize customer needs.
• Proficiency in CRM software and MS Office.
• Passionate about pets and committed to improving their lives through our services.

Send your CV to [email protected] mentioning Customer Experience Specialist.