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

• 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.
• 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

Skills and Experience Required

• 3+ years experience in a customer service representative or call centre role
• Proven experience providing strong customer service
• Passionate about finding solutions for customers
• Excellent communication skills, both written and verbal
• Good problem-solving skills
• 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

Key Relationships

Internal

• All internal support departments
• Store Managers & Team Members
• Clinic Team Members
• Retail & Vet Area Managers
• Service Desk IT

External

• Customers