customer relations

Customer Service Agent

Salary: Starting at £23,971 per annum, with the potential to rise to £25,095 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
• Working towards agreed KPI’s and SLA’s

The role is 40 hours per week, Monday – Friday and will be based on site at our Keynsham offices. The working hours for this role are a weekly alternating shift pattern, working 08.00 - 4.30 and 08.45 - 5.15.

What are we looking for?

• Working in an OMNI channel center
• 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 behaviors 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
• Relationship building skills

What you’ll get in return:

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.

Our 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
• Company pension
• EAP and supportive wellbeing programmes
• Family friendly policies
• Access to our rewards platform where you can enjoy discounts with a wide variety of retailers

Please visit https://www.petdrugsonline.co.uk to find out more about us!

How to apply: To apply for this role, please click on the button above or send your CV and a covering letter telling us why you’re right for this role to people@ petdrugsonline.co.uk.

For informal enquiries, please contact us via people@ petdrugsonline.co.uk

Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.

Additional information:

We welcome applications from people across all communities and backgrounds. We recognise that a diverse workforce supports our commitment to building an including working environment where our team members can thrive and reach their full potential.

Job Types: Full-time, Permanent

Salary: From £23,971.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• On-site parking
• Referral programme
• Store discount

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Application deadline: 31/07/2023