Customer Specialist (Remote)

About the role

Pet Circle, Australia's largest online pet retailer, is hiring a full-time, permanent Customer Specialist to work remotely from a home office. The role is based in Sydney and involves supporting pet owners through every stage of their journey with the brand, from welcoming a new pet to resolving problems. It is a predominantly phone-based position with some live chat and email, working Monday to Friday on a rotational roster between 6:45am and 7:30pm.

Key responsibilities

• Handle customer requests ranging from delivery enquiries to product recommendations, aiming for efficient resolution and customer loyalty.
• Build genuine relationships with pet parents and apply root cause analysis to recurring issues.
• Contribute to continuous improvement by suggesting better ways of working.
• Meet team and individual KPIs, including CSat, NPS, Customer Lifetime Value and retention rates.
• Stay open to feedback and coaching.

Required profile

• Minimum 2 years' experience in a fast-paced, results-driven environment managing internal or external customer requests, such as a contact centre or customer service role.
• Fast learner with experience using online systems and web technologies; CRM, ticketing systems and order management software are ideal.

Required skills

• Good home office setup: desk, laptop and second screen, headphones/headset, phone and fast, reliable internet with antivirus and malware protection.
• Experience with CRM, ticketing and order management systems.

What we offer

• Development opportunities: lunch and learns, secondments and unlimited learning courses via Go1.
• Flexible working environment.
• Up to 50% employee discount and product sample giveaways.
• Pawrental leave and volunteer days.
• Fitness corporate partnership.