Job Description

At Pet Circle, we want to create a world where pets and their families are healthy, happy & spend more time together - & we are looking for fantastic people to help us do that!

Over the past ten years, we’ve scaled to become one of Australia's Top 5 eCommerce companies & the No.1 player in the Online Pet industry. In December 2021 we achieved Australian unicorn status with a $125 million Series C raise - exciting times ahead! We will accelerate our growth as we continue on our mission to disrupt the way that pet parents discover & shop for the products they love.

The pet industry is booming (it’s a $15billion dollar industry!) & pets are holding bigger spaces in our hearts and homes than ever before. Online penetration of the pet industry is going to grow exponentially in the next 5 years. This is a unique opportunity in your career to be part of our exceptional growth story!

Founded and headquartered in Sydney, our team is now over 700 people strong and are based across Australia, New Zealand and the Philippines.

You do not need to match every listed expectation to apply for this position. Here at Pet Circle, we know that diverse perspectives foster the innovation we need to be successful, & we are committed to building a team that encompasses a variety of backgrounds, experiences, & skills.

The Opportunity

Our 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.

Your Responsibilities

• Deliver a best in class customer experience in a high-volume and complex, customer service environment through multiple channels (Email, Chat). 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 advocacy
• Deliver 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 mindset
• Positively contribute to our passionate, pet-loving, customer-oriented, and results-driven team!

What Awesome Looks Like

• Exceptional English written and verbal communication skills - You can compose thoughtful, personalised responses to customers
• High EQ to truly connect with customers, ask quality questions and anticipating needs
• Customer centric mindset and natural tendency to go above and beyond to solve problems
• Outcome-oriented / results driven - thrives on solving issues efficiently while giving an excellent experience
• Excellent problem solving and listening skills, using strong judgement and patience to manage the most complex customer requests
• Resilience for troubleshooting & dealing with difficult stakeholders (you love turning these situations around)
• Thrive under pressure with an ability to multi-task across multiple systems
• Strong time management skills and naturally well organised - You work efficiently within time constraints and are able to cope with a variety of demands and prioritise tasks
• High self-motivation & discipline to work effectively from home and independently resolve customer issues
• Able to set boundaries between your home and work environment

Your Ideal Experience

• Minimum 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 skills
• Experience working with online systems (CRM, ticketing systems, order management software is ideal)
• Fast learner with strong fluency in Web Technologies and the Internet

WHY JOIN?
- Australian Hyper-Growth Startup - Head Office in Sydney

• Grown to become one of Australia's Top 5 eCommerce companies & the No.1 player in the Online Pet industry.
• From puppies to unicorns: Pet Circle banks $125m
• Pet Circle raises $125m to become Australia's latest unicorn

Make an impact: Enjoy being part of a driven team with a collaborative culture that values decision-makers and action
Invest in you: Accelerate your career through our learning & development opportunities - think learning tools, stretch projects, focus groups, secondments and other internal mobility opportunities!
Work where it works for you - work anywhere in the world for up to 2 weeks per year.
We value wellbeing: We’re here to support you in times of need with our Employee Assistance Program. Team hybrid working arrangements also enable you to balance collaboration with home and family commitments.
Pet better: Take advantage of our employee discount, product sample giveaways and PAWrental leave for your furry family
Help us to give back: Join us on our animal welfare mission: we donate 10,000kg of pet food and supplies per month to pet shelters and support through our communities through team charity volunteer days

We have an incredibly passionate team, a leading brand, 700,000 customers and growing, and we’re only just getting started!

OUR VALUES
Accountability - Promises are made, and promises are kept
Teamwork - Value the diverse backgrounds and expertise we all bring
Communication - Honest, clear and respectful
Continuous Improvement - Failure is OK, as long as we own it and learn from it

Belong at Pet Circle
Our unique expertise unites us to achieve our goal of helping pet parents, pet better. We value diversity in all forms and perspectives, always. Our global team are highly valued for all that they offer, we listen to each other and create a humble and inclusive environment for all to thrive. No matter your background, please apply if our roles ignite an excitement in you to bring your full self to work each day.

Role Location
This opportunity is permanently remote and based in the Philippines.

As part of your working from home arrangement we will provide you with IT hardware and an internet allowance to support your home set up.