Customer Experience Advisor - NZ

Our connections with pets help us grow as people, from our Petstock people in our stores and offices, our Petstock foundation team, our equine specialists, and online brands, from Australia to New Zealand.

We are continually inspired by pets and animals to be better people, both in our careers and our everyday life.

Join our passionate, knowledgeable, and down-to-earth team where we work hard and love what we do, making an impact for Pets, People and the Planet!

Why is Petstock is the place for you.

• Free access to mental health, financial & wellbeing support services through our Sonder service

• From supporting the Petstock Foundation to our sustainability projects and community partnerships, our people have opportunities to play a role and be part of something bigger. Because giving back, together, is what we do!

• Opportunity to purchase up to 2 weeks of additional paid leave & 4 weeks of paid parental leave

• Health and wellness services at a great corporate discount

• Exclusive access to Workplace Banking

• We’re built on family values, combined with a genuine passion for pets and people. We operate with heart, inclusivity, and inspiration for pets, people, and the planet.

Job Description

The Customer Experience Advisor role based in the New Zealand office provides a proactive and empathetic approach towards our members base ensuring the customer experience is smooth, efficient, happy and informative for all customers.  
 

A Peek Into Your Petstock Day

• Manage and action all customer enquires through Phone, live chat and web queues

• Action all customer complaints by resolving problems, disseminating issues and implementing solutions in a timely manner

• Offer proactive support for all service enquires feedback or complaints

• Manage customer loyalty rewards enquiries and related administrative tasks

• Manage Petstock online NPS function and drive detractors into promotors

• Provide any sales assistance or order support to Stores, the Online and Warehouse teams and VET hospitals

• Action and support for all Petstock service– Grooming, Vet & Puppy school, outbound initiatives/ offers

• Provide customer feedback on relevant initiative to ensure outbound function is always targeted, improving and supporting business goals

Do you have the below experience and looking to take the next step in your career?

•  Manage and action all customer enquires through Phone, live chat and web queues primarily for equine enquiries through our Caribu brand and customers from the Petstock Group brand ecosystem.

• Action all customer complaints by resolving problems, disseminating issues and implementing solutions in a timely manner

• Offer proactive support for all service enquires feedback or complaints

• Manage customer loyalty rewards enquiries and related administrative tasks

• Manage Petstock online NPS function and drive detractors into promotors

• Provide any sales assistance or order support to Stores, the Online and Warehouse teams and VET hospitals

• Action and support for all Petstock service– Grooming, Vet & Puppy school, outbound initiatives/ offers

• Provide customer feedback on relevant initiative to ensure outbound function is always targeted, improving and supporting business goals

If this is the opportunity you’ve been looking for and you love Pets as much as we do, apply today!

Follow us on LinkedIn to keep up to date on life across our various brands - https://www.linkedin.com/company/petstock 

In our effort to support People, Pets & Planet, we’re proud of the work our Foundation undertakes - https://www.petstock.com.au/pages/foundation 

Our diversity makes us better...we are a diverse team with varying strengths and an inclusive organisation, committed to providing equal opportunities for all.   

We encourage applications from people of diverse backgrounds who wish to be part of a culture where everyone can proudly be themselves

At Petstock we are passionate about supporting the communities we're part of, where possible we aim to hire candidates from the same geographic region (typically within a 80km radius) to strengthen community connections and support local economies.  Whilst we do not prioritise local candidates over others, we recognise the benefits of hiring individuals who have unique insights into the local community