AddressCustomer Care Advisor
Pet Brands is building the future of pet wellbeing.
The description
We’re looking for a talented and experienced Customer Care Advisor to join our growing team to make Pet Brands the biggest name in pet care. If you’re looking for a business to grow with and think you can help us accelerate progress, we want to hear from you.
We offer a competitive salary, plus opportunities for professional development and a great working environment.
What the job involves
● Support our UK customer base via phone, email, live chat and our social media
● Provide an excellent service in all customer interactions, reviewed and measured through QA processes, which look to make sure you put the needs of the pet, at the forefront of everything you do
● Place orders and process telephone payments, offer associated or enhanced products and services where appropriate
● Resolve customer order queries, e.g. expected arrival times, promotions, payments, returns, liaising with courier partners, Warehouse and Purchasing teams via phone, email and live chat
● Reach out to our customers via retention channels, offer services, products and advice, attend training sessions on foods, accessories and pet care
● Administrative work, processing of stock/out of stock items, returns, deliveries, cancellations, chasing parcels and couriers
● As part of the monthly 121s, the Customer Care Advisor will have to have met a customer contact target of 1500 contacts pcm via phone, email, live chat in order to ensure that our customer needs are all met within a timely and professional manner
● Assist with training of new team members
● Effectively cooperate other teams within the business as and when required
● Maintain an excellent knowledge and required skillset on all the systems and tools used in the Customer Care team
Desired skills and experience
● English language skills are essential – equivalent to native speaker level, both verbal and written
● Customer Service experience, ideally within a similar environment
● Great customer focus and excellent telephone manner
● Passionate about delivering a great customer experience
● Ability to multi-task and handle a high volume of work fast and accurately
● Team player but also someone who is able to work independently
● Articulate, bright and forward thinking
● Passionate about animals and going the extra mile to help them lead healthy and happy lives
● Excited by the prospect of building a world class business
● Punctuality and reliability
Key attributes for success at Pet Brands
● Customer-focused
● Thrive in a fast-paced environment
● Enjoy working as part of a team
● Positive attitude, roll up your sleeves and get things done
● Curious by nature, enjoy learning and developing
● Listen to others and challenge others respectfully
● Humility, admit, learn and move on from mistakes
● Upbeat with a can-do attitude, see challenges as opportunities
● Passion for pets and pet wellbeing
Role details
● Employment Type: Full-time
● Salary: £21K - £24K per year
● Workdays: Monday to Sunday (on a rotation basis), 40 hrs per week
● Hours of work: 8am – 5pm or 9am – 6pm with 1 hour unpaid lunch break (40 hours pw)
● Place of work: Goldthorpe, S63 9BL, UK
● Hybrid work: 3 days on-site, 2 days from home.
The right candidate will receive a competitive salary and benefits package, as well as the opportunity to join a successful e-commerce company during an exciting stage of growth.
Fetch! Retail Limited is an Equal Opportunities Employer. The company is committed to equal employment opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status, genetic information or parental status. We base all our employment decisions on merit, job requirements and business needs.
Job Types: Full-time, Permanent
Salary: £21,000.00-£24,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Company pension
- Employee discount
- Enhanced maternity leave
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Work from home
Schedule:
- Day shift
- Weekend availability
Experience:
- Customer service: 1 year (required)
Work Location: In person
Reference ID: CS agent
