Customer experience -Pet Relationship Manager

Job Title: Pet Relationship Manager (Customer Experience)

Department: Customer Experience Team

Reports To: Team Manager

Role Overview

• The Pet Relationship Manager will serve as the primary point of contact for key customers, ensuring
• exceptional service across inbound calls, outbound calls, and chat interactions. The role requires proactive
• relationship management, a deep understanding of pet care products/services, and the ability to resolve
• customer queries while driving satisfaction and loyalty.

Key Responsibilities

1. Customer Interaction & Support:

• ○ Handle a high volume of inbound and outbound calls with professionalism and empathy.
• ○ Manage live chat conversations, ensuring prompt and accurate responses.
• ○ Address customer inquiries, complaints, and concerns effectively, escalating as needed.

1. Account Management:

• ○ Build and maintain strong, long-term relationships with key customers.
• ○ Understand individual customer needs and provide tailored recommendations for pet care
• products/services.
• ○ Act as a trusted advisor, offering insights and solutions to improve customer satisfaction.

1. Product Knowledge:

• ○ Stay updated on the company’s pet care products and services.
• ○ Communicate product features, benefits, and proper usag effectively to customers.

Qualifications

• ● Education: Bachelor’s degree or equivalent in any discipline (preferred)
• ● Pet Parent - Mandatory
• ● Experience: Exp in customer-facing key account management role (preferred)

● Skills

• ○ Strong communication and interpersonal skills.
• ○ Empathy and patience in dealing with customers.
• ○ Proficiency in CRM tools and live chat platforms. (preferred)
• ○ Goal-oriented mindset with the ability to meet deadlines and targets.

Preferred Traits

• ● Passion for pets and pet care.
• ● Ability to work in a fast-paced environment.
• ● A problem-solving attitude and attention to detail.