Customer Specialist (Call Center - Remote)

At Pet Circle, we believe pets deserve the very best, and the people who love them deserve a better way to care for them. Since 2011, we've grown from that single idea into Australia's biggest online pet retailer, with around 700 Pet Circlers across Australia, New Zealand and the Philippines, reshaping how pet parents discover, choose and receive what their pets need.

Pet care is a $15 billion industry in Australia, and as pet ownership continues to grow, so do the expectations of modern pet parents. They want expert advice, personalised experiences, convenience and reliability, all delivered seamlessly. That's where we come in. We're building the future of pet care through technology, innovation and a deep understanding of what pets and their people need. It's a big opportunity, and we're only just scratching the surface.

The role

Our mission is to engage with our community of pet families as their specialist for everything pet. This means we need our frontline Customer Specialist Team to be absolute specialists in our products, our business model and our customers. Our Customer Specialists are there to support our Customers through every stage of their journey with Pet Circle, from welcoming a new pet through to when things don’t go to plan.

Working Arrangements:

We are building a highly autonomous, empowered remote team - so you will be working from your home office. Specific working arrangements:

• You must have a good home office set-up, including desk, laptop (and second screen), headphones / headset, phone and a fast and reliable internet connection. This includes antivirus and malware software installed on your device.

• Full time, permanent role (38 hours per week), Monday - Friday

• We work between 6:45am and 7:30pm on a rotational roster

What you’ll be working on

• Deliver best in class customer service in a high-volume and complex, contact centre environment. You will be predominantly phone-based with some live chat and email response. You will be handling customer requests ranging from delivery enquiries to product recommendations.

• Handle all customer queries with the goal of providing an efficient, effective resolution while delighting our customers, going above and beyond to build loyalty and advocacy

• Be a relationship building expert, creating genuine connections with every pet parent and building the trust that turns a single interaction into a lasting relationship with Pet Circle

• Be solutions focused, owning every customer problem through to resolution and always finding the best outcome for the customer and Pet Circle, not just the quickest workaround

• Apply root cause analysis to recurring issues, digging into why problems happen and sharing your insights so we can fix things at the source

• Champion continuous improvement, proactively identifying and suggesting better ways of working across our processes, tools and knowledge

• Add a personalised, human touch to every interaction, tailoring your service to each customer and their pet so we add value where we matter most

• Deliver on all team and individual KPIs, balancing productivity targets and customer satisfaction metrics (CSat, NPS, Customer Lifetime Value and Retention Rates)

• Be open and receptive to feedback and coaching as we pride ourselves on living our continuous improvement mindset

• Positively contribute to our passionate, pet-loving, customer-oriented, and results-driven team!

What we're looking for

• Minimum 2 years’ professional experience in a fast paced, results driven environment where you were managing internal or external customer requests. This may have been a contact centre, customer services or a role with transferable skills

• Fast learner and experience working with online systems and web technologies (CRM, ticketing systems, order management software is ideal)

• Preference is someone that is Sydney-based

A few good things

• Heaps of development opportunities - lunch & learns, secondments & unlimited learning courses via Go1

• Flexible working environment

• Up to 50% employee discount

• Product sample giveaways

• Pawrental leave

Why you'll want in

Looking after pets, and the pet parents who love them, is what gets us out of bed. That energy carries into how we work, and into what your days here would feel like.

You'll own your patch and have the room to act on it. We move fast and decide fast, and we'd rather test an idea and learn from it than sit on it. You'll have rich, real-time data at your fingertips to back your thinking, and the freedom to chase an opportunity the moment you spot one. The best idea wins, wherever it comes from.

What holds it together is what we stand for:

• We're better together

• We operate with humble hearts and hungry minds

• Pets matter, so pets and pet parents always have a seat at our table

• We're instinctively curious. Always

Everyone (& their pets) Welcome

We're better when we don't all think the same. Different backgrounds, perspectives and experiences make our work sharper and our days more interesting, so whoever you are, if this role excites you we'd love to hear from you, even if you don't tick every box. And if you need anything adjusted in the process to do your best, just say the word, we're happy to help.