AddressPetO is an established family business, that is embarking on a fast-track expansion plan to become a nationwide player with a network of nearly 60 Stores and 25 co- located veterinary clinics.
We’ve loved being a growing part of the pet industry over the last 17 years and know the value of passionate people, Due to our expansion we are currently on the hunt for a Ecommerce Customer Service Representative to join our e-commerce team.
Reporting to the Chief Digital Officer you will be responsible for:
- Respond to customer inquiries via email, chat, phone and socials.
- Provide accurate and timely information on products, order status, shipping details, and returns/exchanges.
- Reply to and address customer reviews and feedback on public forums
- Update customers on any delays or issues with their orders
- Manage and resolve customer complaints with empathy and efficiency.
- Liaise with operations team to resolve customer order issues
- Aim to maintain high customer satisfaction and loyalty.
- Handle returns, exchanges and refund process.
- Issue return labels and ensure customers receive replacements or refunds promptly.
- Manage subscription customer profiles ensuring their accounts are up to date.
- Process cancellation and refunds for subscription customers.
To be successful in this role you will have:
- Excellent communication skills
- Strong problem-solving abilities and empathy in handling customer complaints.
- Proficiency in using ecommerce and Customer Service platforms and related software.
- Ability to work collaboratively with operations and marketing teams.
- Attention to detail for accurate administration of subscription customer information
- Customer-focused mindset with a dedication to providing excellent service.
Company Culture at PetO
- Step into the vibrant pulse of PetO—an ecosystem where team spirit romps freely and work is joyous collaboration. We are a collective of pet enthusiasts, united in creating comfortable nests for fluffy companions while dreaming big and scaling new peaks.
- PetO embraces a culture of fun and flexibility, understanding that life extends beyond the workspace. We celebrate both human and pet diversity, fuelling a creative and open-minded ethos. Here, you won't just find a career; you'll become part of an expanding family.
Straining at the leash?
We’re ready to go. If this sounds like the best possible job ever and you
