Customer Service Coordinator

Position Summary This role is vital to the business and our customers. The role requires an individual that has a passion for providing exceptional customer service while operating in a high paced environment. Key Accountabilities/Responsibilities The responsibilities include the following: Answering email, Phone and Live Chat queries from external customers regarding online orders, loyalty questions or general/ miscellaneous customer queries or feedback in a reasonable timeframe.

Ensuring shift KPI’s are met in line with business expectations Responding to emails from stores, Area Managers and other internal customers in a timely manner. Responding to phone enquiries from internal and external customers. Investigating and tracking online customer orders and refunding orders where necessary.

Managing customer loyalty accounts. Communicating with key stake holders to get the best resolution/ answer for the customer Providing a high level of support to both external customers and All internal support departments Skills and Experience Required 3+ years experience in a customer service representative or call centre role Proven experience providing strong customer service Passionate about finding solutions for customers Excellent communication skills, both written and verbal Good problem-solving skills Familiar with Microsoft Office, particularly Outlook, Word and Excel Familiar with Magento Familiar with or have used Zendesk Confidence in dealing with high volume of calls Key Relationships Internal All internal support departments Store Managers & Team Members Clinic Team Members Retail & Vet Area Managers Service Desk IT External Customers