Customer Service Agent
Salary: £25,651.69 (£12.25 p/h) per annum
Location: Keynsham, Bristol (site based)
About Pet Drugs Online
As one of the UK’s biggest and most trusted suppliers of affordable veterinary medicines and pet products, our aim is simple – to provide the very best for the nation’s pets just as we do for our own. Not only are we one of the largest retailers of pet medications: we’re also part of IVC Evidensia, the UK and Europe’s largest veterinary group.
At Pet Drugs Online we’re striving to give our customers a fantastic experience and we recognise that our ability to do that rests with our greatest asset – our people. We feel personally invested in the continued success of the business and we aim to create a working environment that encourages you to feel the same way.
About the role:
The main purpose of this role within the Contribute to thriving Customer Service and Sales team with great customer services and the ability to meet the needs of clients who need assistance. You’ll interact with our customers online, aiming to provide them with memorable first-contact resolutions every day.
In your day to day, you will be the first port of call for customer contacts via our Live Chat platform and social media channels, discussing their policies and answering their questions. Using our knowledgebase for support, you will compose and respond with thoughtful and accurate replies.
Main responsibilities:
* Taking inbound customer sales and /service calls
* Liaise with company suppliers to arrange collections, deliveries item repairs, correspondence, and email management as needed
* Help customers register online and process their orders
* Communicate with customers about their orders, including any delays or changes in delivery
* Investigate and resolve customer complaints and resolve complaints quickly and patiently
* Maintain thorough and accurate customer service records
The role is 40 hours per week, Monday – Sunday and will be based on site at our Keynsham offices. The working hours for this role are a weekly alternating shift pattern, working 08.00am - 16.30pm and 08.45am - 17.15pm.
Requirements
* Working in an OMNI channel centre
* Effective communication skills
* Problem solving skills
* Time management skills
* Experience of managing own performance against KPIs
* Driven by results and the delivery of a quality service
* Ability to role model our values and behaviours to customers
* Enjoy working within a fast-paced environment and adaptable to changing priorities
* Supportive and approachable nature
* Competent to work unsupervised but happy to work collaboratively as part of a team
Benefits
True to our values, we care about our employees and genuinely want our teams to have the best experience at work possible. You will work with our friendly teams in a dog-friendly office environment and have access to the following benefits:
* 5 weeks holiday (increasing with service) plus bank holidays
* Your birthday as a paid day off each year
* Discounts across most of our products together with discounted veterinary fees within IVCE practices - up to 50% discount!
* Bring your dog to work
* Company pension - Employee 5% / Employer 3%
* EAP and supportive wellbeing programmes
* Family friendly policies
* Access to our rewards platform where you can enjoy discounts with a wide variety of retailers
* Cycle to Work Scheme
* Healthcare Cash Plan scheme
* Engagement activities
Please visit to find out more about us!
Additional information:
As a BAME and LGBTQ+ inclusive employer, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.