Job Description
Client consultants are responsible for fulfilling customer enquiries and
demonstrating company values at all times. Making pet care easy is
a core contributor to this goal and the basis of our customer strategy. All
contacts and fulfillment of orders with customers must have this at the forefront
of the experience delivered.
JOB TITLE: Insurance and Wellness Consultant
JOB TYPE: Part-time
LOCATION: Home
SUPERVISOR/MANAGER: Customer Care Manager
Main Duties/Responsibilities
- Managing the relationship with our shipping team
- Responsible for daily updating of orders to send to warehouse for delivery.
- Investigating product delays and non receipt of products.
- Inbound and outbound emails for support of Wellness Vets. Servicing
customer enquiries such as change of address, shipping enquiries,
updating payment information and general information on products.
- Maintain a clean and safe workspace, and abide by workplace health and
safety policies and procedures
- Following up on customer emails and providing support where required.
- Managing subscriptions between active and hold to ensure products are
held back or shipped with payments made.
- Managing data for failed payments and creating tickets to activate client
retention activity.
- Managing reporting for large Vets in relation to on hold and failed payment
activities
Experience
SKILLS & EXPERIENCE
- Combination of administration and customer facing roles.
- Strong attention to detail
Skills
- Intermediate to advanced Microsoft Office skills (Word, Excel, PowerPoint
and Outlook)
- Excellent verbal and written communication
- Organised and able to meet deadlines
- Passion for change and innovation
- Ability to make decisions and support customers
- Ability to learn new systems quickly
- Strong engagement and stakeholder management skills.
Performance Goals
- Adherence to schedule 94%
- Adhere to shipping output 98%
- Customer/Vet administration quality 96%
- Customer/Vet experience 90% 3 star.
Values And Behaviours
It is expected that you represent the company values to the best of your ability.
We believe the following 3 values underpin all our decisions to ensure they are in
the best interests of our customers, our business and our communities.
- Care Care for our customers, employees and ultimately for ensuring we
live our purpose to make pets the healthiest and happiest in the world.
- Trust Doing the right thing because it's the right thing to do in all aspects.
- Innovation - In order to provide exceptional service, it's important to
always be on the lookout for ways to improve our business, our products
and our customer experiences.
Skills: pets,wellness,insulrance
