Description:
Do you have a vibrant personality and desire to engage in meaningful conversations while helping others? Yes? Then this position may be for you!
ePETstore, SA’s coolest online pet store, is looking for someone who is driven, enthusiastic, and PET knowledgeable, with great attention to detail and interpersonal skills to join our dynamic and passionate customer service team on a full-time basis.
We are not looking for order takers and script readers, but rather an individual who can engage with customers over the phone, personally in our showroom, and be able to think critically in the moment and have a genuine passion for helping others. Did I mention must love and understand pet care?
The Customer Service and Ecommerce Administrator will be highly motivated, up to date on all customer service best practice and trends (ecommerce specific), have working knowledge of the tools required, bring ideas to the table, and facilitate the delivery of engaging, extra-mile customer service to help ePETstore stand out from the crowd.
About ePETstore
At ePETstore, we pride ourselves on our high-level of customer service, culture, and diverse workforce. We intentionally strive to cultivate, create, and celebrate a rich, vibrant, and inclusive culture of belonging where our employees feel respected and empowered.
Main Duties & Responsibilities
• Daily handling of all customer and courier related queries with prompt resolution via phone, email, Live Chat, WhatsApp and social media channels.
• Engaging directly with customers on a variety of topics ranging from best advice on products for their new pets, to problem solving when something didn’t go as planned.
• Research and problem-solve to determine appropriate solutions for customers, think proactively, and set follow-ups as needed to ensure contact resolution.
• Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and team members alike.
• Updating and maintenance of website products, existing and new. Basic SEO knowledge is a benefit.
• Day to day website admin related tasks.
• Being an ambassador of the company by providing the friendly, professional, and high-end service that we are so well known for.
• Ensure the showroom is strikingly, effectively, accurately, and fully merchandised.
• Have strong service and selling skills for showroom & online shoppers.
Requirements:
- Customer Service: 2 to 3 years
- Pet Care: 2 to 3 years
• Must be passionate and knowledgeable about pets.
• Two to three years of Customer Service Experience. (In an ecommerce environment is a bonus).
• Vet practice and/or pet industry, products, and nutrition experience is a strong advantage.
• Excellent communication skills (written, verbal and listening).
• Ability to multi-task (e.g., maintain a conversation on the phone while navigating on the computer and taking notes) and perform well in a fast-paced environment.
• Hands-on commitment to getting the job done.
• Strong organizational and time management skills.
• Computer literate in excel, word and outlook.
• Be comfortable navigating web-based platforms.
• Must be fluent in English (other languages a bonus).
• Detail & deadline oriented.
• Flexible approach to working hours with a willingness and ability to respond to the seldom needs of the role outside normal office hours.
• Team player.
• Good physical health
• Own transportation.