Customer Service Coordinator

Position Summary

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