Customer Service Coordinator

This role is vital to the business and our customers. The role requires an individual that has a passion for providing exceptional customer service while operating in a high paced environment.

Key Accountabilities/Responsibilities

The responsibilities include the following

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Answering email, Phone and Live Chat queries from external customers regarding online orders, loyalty questions or general/ miscellaneous customer queries or feedback in a reasonable timeframe.

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Ensuring shift KPI’s are met in line with business expectations

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Responding to emails from stores, Area Managers and other internal customers in a timely manner.

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Responding to phone enquiries from internal and external customers.

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Investigating and tracking online customer orders and refunding orders where necessary.

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Managing customer loyalty accounts.

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Communicating with key stake holders to get the best resolution/ answer for the customer

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Providing a high level of support to both external customers and All internal support departments

Skills and Experience Required

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• 3+ years experience in a customer service representative or call centre role
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• Proven experience providing strong customer service
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• Passionate about finding solutions for customers
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• Excellent communication skills, both written and verbal
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• Good problem-solving skills
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• Familiar with Microsoft Office, particularly Outlook, Word and Excel
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Familiar with Magento

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• Familiar with or have used Zendesk
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• Confidence in dealing with high volume of calls

Key Relationships

Internal

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• All internal support departments
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Store Managers & Team Members

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Clinic Team Members

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Retail & Vet Area Managers

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Service Desk IT

External

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• Customers