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For Companies At a Glance
- Tasks: Be the go-to person for customer support, resolving queries and complaints with empathy.
- Company: Join Pets Choice, a top pet products company in the UK, known for its leading brands.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Make a real impact by helping pet owners while working with passionate teams.
- Qualifications: Experience in customer service and familiarity with CRM systems are essential.
- Other info: Fluency in English and a positive attitude are key to thriving here.
The predicted salary is between 24000 - 36000 £ per year.
Pets Choice is home to fast growing and leading Pet brands including Webbox, TastyBone, Meatiful, Felight, Bob Martin & Vets Kitchen. We are the 5th largest branded Pet care manufacturer in the UK going through continuous and sustainable growth, with ambition to be number one, and ambition to be the best that we can be!
The main purpose of this role is to efficiently and accurately provide customer support, dealing with enquiries and complaints and resolving any issues to their conclusion. Offering professional, efficient and timely service to customers in a multi-platform environment.
Responsibilities include:
- First point of contact for advice and support in respect of our brands and products, ensuring queries and complaints are resolved to an exceptional standard and satisfactory conclusion.
- Respond and resolve a wide variety of queries and complaints via multiple channels such as telephone, email, post, chat, web, review forums and social channels.
- Ensure all cases are recorded on the CRM system.
- Demonstrate empathy and understanding to our customers.
- Support the team with reporting cases of adverse reaction in line with company procedures.
- Pro-actively call consumers to pre-empt customer frustrations or case escalation.
- Encourage the generation of positive customer reviews.
- Produce accurate and insightful reports.
- Liaise with and develop relationships internally and externally to assist with the satisfactory conclusion of complaints and enquiries.
- Administrator for any databases used to log consumer contact to ensure that the programme runs effectively and efficiently, this includes creating any necessary updates to the system e.g. updating field screens, updating letter/email templates, resolving user functionality issues and developing reporting templates.
- Adherence of agreed business policies and procedures, as well as legal requirements affecting the department e.g. GDPR.
- Maintain, file, organise and archive data and information ensuring information is easily retrievable for audits.
- Support with audits relating to the department when required
- Be an ambassador for Pet\’s Choice and our brands.
About you:
- Experienced gained from a customer service role
- Knowledge and experience of CRM systems in a contact centre environment
- A genuine interest in working with and helping customers
- Excellent communication skills, both verbal and written, with the ability to handle sensitive issues in a polite and friendly manner
- Good listening skills to be able to identify and define issues being raised by customers
- Empathy and emotional intelligence
- High level of attention to detail
- Must be fluent in English
- A flexible, enthusiastic, and committed attitude
Customer Service Advisor employer: Pets Choice Ltd
Contact Detail:
Pets Choice Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarize yourself with the brands and products offered by Pets Choice. Understanding their unique selling points and customer feedback can help you provide better support and demonstrate your genuine interest during the interview.
✨Tip Number 2
Practice your communication skills, especially in handling sensitive issues. Role-playing different customer scenarios with a friend can help you develop empathy and emotional intelligence, which are crucial for this role.
✨Tip Number 3
Get comfortable with CRM systems if you haven't already. Familiarity with these tools will not only boost your confidence but also show that you're ready to hit the ground running in a contact center environment.
✨Tip Number 4
Highlight any previous experience where you've successfully resolved customer complaints or queries. Be prepared to share specific examples that showcase your problem-solving skills and attention to detail during the interview.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Customer Service Advisor position at Pets Choice. Understand the key responsibilities and required skills, such as experience in customer service and knowledge of CRM systems.
Tailor Your CV: Customize your CV to highlight relevant experience in customer service roles. Emphasize your communication skills, empathy, and any experience with CRM systems, as these are crucial for the role.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for helping customers and your understanding of the pet industry. Mention specific examples of how you've resolved customer issues in the past and how you can contribute to Pets Choice's mission.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter. Check for any spelling or grammatical errors, and ensure that your documents are clear and professional.
How to prepare for a job interview at Pets Choice Ltd
✨Show Your Customer Service Experience
Be ready to share specific examples from your previous customer service roles. Highlight situations where you successfully resolved complaints or provided exceptional support, as this will demonstrate your capability to handle similar scenarios at Pets Choice.
✨Familiarize Yourself with CRM Systems
Since knowledge of CRM systems is crucial for this role, make sure to discuss any relevant experience you have with these tools. If possible, mention specific systems you've used and how they helped you manage customer interactions effectively.
✨Demonstrate Empathy and Communication Skills
Prepare to showcase your ability to empathize with customers. Practice responding to hypothetical customer complaints during the interview, focusing on how you would listen actively and respond in a friendly, professional manner.
✨Understand the Brand and Its Products
Research Pets Choice and its brands before the interview. Being knowledgeable about their products will not only impress the interviewers but also help you answer questions more effectively and show your genuine interest in the company.
