Senior Consumer Service Associate

Sydney|
Permanent / Full Time|
Posted 2 weeks ago
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Real Pet Food Company has built a reputation for the freshest products you can find. Disrupting the market, we are serving real, locally sourced and made pet food - wet, dry, fresh, chilled and treats. No one knows pets quite the way we do. We are a fast-growing, innovative FMCG Manufacturer with strong ethics and a love for keeping it real. Our success comes from having a great team of people behind some pet favourites with brands such as Billy & Margot, Farmers Market, Ivory Coat & Nature’s Gift!

This is where you come in:
This newly created role of Senior Consumer Service Associate will be the 2IC and right-hand person to our Consumer Engagement Manager. You will be responsible for ensuring contact from both RPFC consumers and customers is managed from start to finish, with the goal of RPFC consumer and customer satisfaction and retention across ANZ. Part of the role will also see you find better ways for our consumers to always have a pleasant experience and interaction with RPF.
 
About the role:
  • Provide exceptional customer service in response to all consumer & customer enquiries, complaints and compliments via all methods of communication including but not limited to email, phone, and chat.
  • Liaise with wider RPFC teams (such as quality, marketing and sales) to obtain any necessary information for complaint and enquiry resolution.
  • Inbound social media community management across RPFC social media pages
  • Be the first point of escalation for complex or high-risk complaints and enquiries.
  • Provide support for RPFC Consumer Teams within other geographies (NZ/UK).
  • Assist with the training and development needs of team members, through inductions and coaching, in a group environment or one on one.
  • Foster a results-based culture within the organization by motivating and leading fellow team members with a positive culture and professional conduct promoting the company’s mission and values.
  • Update Consumer Service Team supporting documents, (such as product FAQ’s) when new information becomes available.
  • Maintain open cases report to ensure timely resolution of consumer complaints and enquiries.
  • Set up reports and dashboards to provide on-time and accurate weekly/monthly or ad hoc complaint or enquiry reporting as needed.
  • Evaluate and initiate process improvement ensuring the complaints and enquiries attending to in the most efficient manner
About you:
  • Excellent communication skills (written and oral) with a customer-centric approach.
  • High-level interpersonal skills and sound judgment with a high level of empathy.
  • Demonstrated proactive problem-solving capability.
  • The ability to work autonomously within a fast-paced environment.
  • The ability to influence, manage and challenge ideas and existing business processes.
  • You’d have experience implementing systems &/or process changes as well as providing training.
  • Having worked within customer support role including complaint management, you know the drill and how to navigate complexities.
  • Ideally, you have worked in FMCG or Animal Health Industry as well as a Vet Clinic as a vet nurse/practice manager
  • Having had experience in social media community management would be highly regarded
  • You must hold tertiary qualifications in science and/or nutrition AND Certificate 4 in Vet Nursing or equivalent
When you join Real Pet Food Company you have an opportunity to make a significant contribution while developing your career within an expanding FMCG company. With the continued growth of our business, this is an exciting time to join The Pack. Please note: NO agencies will be considered during this process. We advise you to refrain from submitting unsolicited profiles 
Employment type
Permanent / Full Time
Job Functions
Healthcare & Medicine
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