At Pet Circle, we believe pets deserve the very best, and the people who love them deserve a better way to care for them.
Since ****, we've grown from that single idea into Australia's biggest online pet retailer, with around 700 Pet Circlers across Australia, New Zealand and the Philippines, reshaping how pet parents discover, choose and receive what their pets need.Pet care is a $15 billion industry in Australia, and as pet ownership continues to grow, so do the expectations of modern pet parents.
They want expert advice, personalised experiences, convenience and reliability, all delivered seamlessly.
That's where we come in.
We're building the future of pet care through technology, innovation and a deep understanding of what pets and their people need.
It's a big opportunity, and we're only just scratching the surface.The roleOur mission is to engage with our community of pet families as their specialist for everything pet.
This means we need our frontline Customer Specialist Team to be absolute specialists in our products, our business model and our customers.
Our Customer Specialists are there to support our Customers through every stage of their journey with Pet Circle, from welcoming a new pet through to when things don't go to plan.Working Arrangements:We are building a highly autonomous, empowered remote team - so you will be working from your home office.
Specific working arrangements:You must have a good home office set-up, including desk, laptop (and second screen), headphones / headset, phone and a fast and reliable internet connection.
This includes antivirus and malware software installed on your device.Full time, permanent role (38 hours per week), Monday - FridayWe work between 6:45am and 7:30pm on a rotational rosterWhat you'll be working onDeliver best in class customer service in a high-volume and complex, contact centre environment.
You will be predominantly phone-based with some live chat and email response.
You will be handling customer requests ranging from delivery enquiries to product recommendations.Handle all customer queries with the goal of providing an efficient, effective resolution while delighting our customers, going above and beyond to build loyalty and advocacyBe a relationship building expert, creating genuine connections with every pet parent and building the trust that turns a single interaction into a lasting relationship with Pet CircleBe solutions focused, owning every customer problem through to resolution and always finding the best outcome for the customer and Pet Circle, not just the quickest workaroundApply root cause analysis to recurring issues, digging into why problems happen and sharing your insights so we can fix things at the sourceChampion continuous improvement, proactively identifying and suggesting better ways of working across our processes, tools and knowledgeAdd a personalised, human touch to every interaction,



tailoring your service to each customer and their pet so we add value where we matter mostDeliver on all team and individual KPIs, balancing productivity targets and customer satisfaction metrics (CSat, NPS, Customer Lifetime Value and Retention Rates)Be open and receptive to feedback and coaching as we pride ourselves on living our continuous improvement mindsetPositively contribute to our passionate, pet-loving, customer-oriented, and results-driven team!
What we're looking forMinimum 2 years' professional experience in a fast paced, results driven environment where you were managing internal or external customer requests.
This may have been a contact centre, customer services or a role with transferable skillsFast learner and experience working with online systems and web technologies (CRM, ticketing systems, order management software is ideal)Where you'll workThis is a Sydney-based role.
Our office sits on top of Wynyard station, it's pet-friendly (of course).
Our teams collaborate best and are most effective when together in the office but we work flexibly based on team needs.
We believe spending time together in person is important for building strong relationships, collaborating effectively, moving quickly as a team, and having fun!
A few good thingsHeaps of development opportunities - lunch & learns, secondments & unlimited learning courses via Go1Flexible working environmentUp to 50% employee discountPawrental leaveVolunteer days for the causes you care aboutFitness corporate partnershipWhy you'll want inLooking after pets, and the pet parents who love them, is what gets us out of bed.
That energy carries into how we work, and into what your days here would feel like.You'll own your patch and have the room to act on it.
We move fast and decide fast, and we'd rather test an idea and learn from it than sit on it.
You'll have rich, real-time data at your fingertips to back your thinking, and the freedom to chase an opportunity the moment you spot one.
The best idea wins, wherever it comes from.What holds it together is what we stand for:We're better togetherWe operate with humble hearts and hungry mindsPets matter, so pets and pet parents always have a seat at our tableWe're instinctively curious.
AlwaysEveryone (& their pets) WelcomeWe're better when we don't all think the same.
Different backgrounds, perspectives and experiences make our work sharper and our days more interesting, so whoever you are, if this role excites you we'd love to hear from you, even if you don't tick every box.
And if you need anything adjusted in the process to do your best,



just say the word, we're happy to help.If you enjoy researching, learning and understanding and then writing about new software or online services this job will give you the ability to work your own hours from home with a forward thinking progressive team.You'll needgood software skills,typing speed,desire to learn new software skills,be able to write several articles per week on a variety of different topicsexperience or understanding about remote work in accounting, bookkeeping and office administrationability to receive a writing brief and understand the key marketing objectivesability to work independentlyWorking ConditionsYou'll have a large amount of past content to work with to create blogs with images and links and using relevant keywords.
SEO is an important part of this work so any knowledge or understanding of SEO topics you have should be included in your resume and/or cover letter.A outstanding aspect of this job is that you'll learn about the very tools that help make employees and job seekers more valuable in light of the recent changes in most of our working lives.
The team you'll work with have been working online remotely for over a decade so they have a lot of valuable knowledge and experience to share.Ideal knowledgeKnowledge about bookkeeping and WordPress is preferable but not essential as training and support is available for the right candidate.
These skills are preferable:The income for this week is $200-$400 per week and may increase depending on your capabilities and performance.We have a need for someone who has experience supporting using the website chat system on their website.
Most of the inquiries are from prospects who have come to the site as a result of marketing and advertising activities.You need to have very good computer and typing skills and understand the value of research to discover as much information as possible about the business you're working for so you know where to refer website visitors for the information they want.There may be times when you have multiple chat windows open so you need to be able to multi-task and good customer service skills to ensure that every person is looked after politely and professionally.More Details---Are you looking for a fast-paced job that will allow you to utilize your superior customer service skills in a rewarding environment?
We would love for you to become a respected member of our team!
As a valued customer service representative, you will be the first line of communication for our customers and will become the trusted face of our company.
Earn monetary rewards and prizes as you help drive yourself and your team to successfully meet monthly, quarterly and annual sales goals.
Experience the excitement of fostering team unity as you work closely with management and fellow team members to nurture trust and build rapport with our customers.
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