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- Tasks: Engage with customers via Live Chat, Email, and Phone to resolve queries.
- Company: Join Pets at Home, a leading pet care business dedicated to enhancing pet lives.
- Benefits: Enjoy remote work flexibility and a supportive team environment.
- Why this job: Make a real impact in pet care while developing your customer service skills.
- Qualifications: Experience in customer service and proficiency in multitasking are essential.
- Other info: This is a 12-week Fixed Term Contract with opportunities for growth.
The predicted salary is between 20700 - 20700 £ per year.
About the Role
We’re looking for passionate people to join us and work in our Customer Services Team, where Pets and Customers are at the heart of everything we do.
By working in our Customer Services team, you will deal with different types of queries daily, to meet our customer’s needs, so you must be resilient. We are committed to making every interaction matter. There is a requirement to be flexible and adapt to the ongoing changing business needs of the Customer Services Team.
Shift Patterns over the following times.
Monday to Friday: 9am – 8pm
Weekends:09.00-18.00
Applicants must be able to work a 2.5-weekend shifts out of 6
Key Responsibilities – What you’ll be doing
- Engage and build rapport with customers either by Live Chat, Social Media or Telephone
- Deliver Excellent customer service to each and every customer we have interaction with
- Answer inbound calls from stores and customers through great understanding and knowledge of our processes
- The ability to empathise with the customer to problem solve & provide the best possible resolution for the customer
- Stay up-to-date on new products, services, and policies
- Collect and report customer feedback to ensure that best practice is recognised and maintained
- The ability to bring our values to life through our interactions with customers and colleagues
- Achieve company and individual Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
- Engage with customers in a friendly and professional manner while actively listening to their concerns
- Offer support and solutions to customers in accordance with the company\’s customer service policies
- Other duties as requested
About You – What you’ll bring to the role
- Experience within a Contact Centre or Customer Service environment is vital for this role
- Previous experience working towards targets & KPI’s
- Computer literate with the ability to multitask and use multiple systems at any one time
- An ability to work as part of a great team
- Excellent communication skills, being happy to communicate to our customer’s via Live Chat, email or phone
- Engage with customers and colleagues alike in a friendly and professional manner while actively listening to their concerns
- Proven ability of decision-making skills
We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.
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Customer Service Advisor - 39 Hours 12 Week FTC - Remote employer: Pets at Home
Contact Detail:
Pets at Home Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - 39 Hours 12 Week FTC - Remote
✨Tip Number 1
Familiarise yourself with the company's values and mission. Since they focus on creating the best pet care business, showing your passion for pets and understanding their ethos during any interactions can set you apart.
✨Tip Number 2
Highlight your experience with live chat support. Since this role requires handling multiple chats simultaneously, be prepared to discuss specific scenarios where you've successfully managed customer queries in a fast-paced environment.
✨Tip Number 3
Demonstrate your resilience and adaptability. The job description mentions the need for flexibility due to changing business needs, so be ready to share examples of how you've thrived in dynamic work situations.
✨Tip Number 4
Prepare to discuss your approach to achieving KPIs. Since performance metrics are important in this role, think of ways you've met or exceeded targets in previous positions and be ready to share those success stories.
We think you need these skills to ace Customer Service Advisor - 39 Hours 12 Week FTC - Remote
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles involving live chat. Use specific examples to demonstrate your skills in communication and problem-solving.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for pets and customer service. Mention how your values align with the company's mission and provide examples of how you've successfully handled customer queries in the past.
Showcase Your Multi-tasking Skills: In your application, emphasise your ability to handle multiple tasks simultaneously, particularly in a contact centre environment. Provide examples of how you managed live chats while addressing emails or phone calls.
Highlight Flexibility and Resilience: Demonstrate your flexibility in working hours and your resilience in dealing with challenging customer interactions. Share experiences where you adapted to changing situations or maintained a positive attitude under pressure.
How to prepare for a job interview at Pets at Home
✨Show Your Passion for Pets
Since the company is focused on pet care, make sure to express your love for animals during the interview. Share any personal experiences you have with pets and how they inspire you to provide excellent customer service.
✨Demonstrate Your Multi-Tasking Skills
Given that the role requires handling multiple chats, emails, and calls simultaneously, be prepared to discuss your experience with multi-tasking. Provide examples of how you've successfully managed several tasks at once in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service skills. Think of specific scenarios where you had to empathise with a customer or resolve a challenging issue, and be ready to share those stories.
✨Familiarise Yourself with Company Values
Research the company's values and mission before the interview. Be ready to discuss how your personal values align with theirs, especially regarding customer service and teamwork, as this will show your commitment to their culture.