Customer Service Coordinator

Greencross is Australia’s largest integrated pet wellness organisation; with a network of retail stores (Petbarn), veterinary practices (Greencross Vets), and our Animal Emergency Hospitals. Our purpose is to make our world a happier place through the love of pets. 

We are looking for team members who achieve outstanding results, and can embody our values: Passion, Authentic, Caring, Knowledge and Togetherness

Greencross is looking for permanent full-time Customer Service Coordinators who will play a key role in the success of the Petbarn Customer Service team, based at the Greencross Support Office in North Ryde, NSW. 

Reporting to the Customer Service Supervisor, we are searching for team members who are passionate about providing exceptional Customer Service while operating in a high paced environment.  

The available positions are working a Tuesday to Saturday roster.

What your day will look like:

• Answering emails, Phone and Live Chat queries from external customers regarding online orders, loyalty questions or general/ miscellaneous customer queries or feedback in a reasonable timeframe.
• Ensuring shift KPI’s are met in line with business expectations 
• Responding to emails from stores, Area Managers and other internal customers in a timely manner.
• Responding to phone enquiries from internal and external customers.
• Investigating and tracking online customer orders and refunding orders where necessary. 
• Managing customer loyalty accounts.
• Communicating with key stake holders to get the best resolution/ answer for the customer 
• Providing a high level of support to both external customers and all internal support departments

• One to two years’ experience in a Customer Service representative or call centre role
• Proven experience providing strong Customer Service 
• Proven experience working in role with Key Performance Indicators (KPI’s) 
• Excellent communication skills, both written and verbal 
• Familiar with Microsoft Office, particularly Outlook, Word and Excel
• Familiar with Magento 
• Familiar with or have used Zendesk
• Confidence in dealing with high volume of calls
• You must be able to work a Tuesday to Saturday roster

• Work in a business that is passionate about animals!
• Be part of the leading pet retail business in the country
• Paid parental leave, flexible working arrangements.
• Pet services and product discounts
• Hybrid working with 3 days in the office and 2 days at home