Customer Service Representative | Onsite Ortigas

customer service representative (pet membership program)

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what is a customer service representative?

our awesome client, a leading pet care company based in australia, is looking for a customer service representative to be part of their customer experience team.

as a customer service representative, you will play a vital role in delivering exceptional support and ensuring the highest level of satisfaction for pet owners enrolled in the client’s membership program. you will handle customer inquiries, resolve concerns, support membership administration, and implement retention strategies while providing compassionate and professional service to members.

• respond to customer inquiries received through phone, chat, email, and helpdesk channels in a timely and professional manner.
• provide a one-touch customer service experience by efficiently resolving customer concerns whenever possible.
• handle customer complaints and disputes while upholding company values, membership terms, and conditions.
• escalate complex concerns and seek guidance when necessary to ensure effective resolution.
• process membership updates, including banking details, payment schedules, payment frequencies, and cancellations.
• implement customer retention strategies to promote long-term member satisfaction and loyalty.
• accurately document all customer interactions, resolutions, and actions taken.
• perform daily membership administration tasks and meet key performance indicators (kpis) set by the team leader.
• develop strong technical knowledge of operating systems to support accurate billing, customer data management, and system troubleshooting.
• build and maintain positive relationships with clinic teams, support office teams, and external stakeholders.
• participate actively in team meetings, training sessions, and company initiatives.
• maintain professionalism and effective communication with customers, colleagues, clinics, and management.
• manage daily workload by planning, prioritizing, and organizing tasks effectively.
• support team members and take on additional responsibilities as needed to ensure operational success.

• previous customer service experience, preferably in a call center or similar customer support environment.
• excellent written and verbal communication skills.
• strong problem-solving abilities with a solution-focused mindset.
• empathy, patience, and the ability to handle customer concerns professionally.
• experience using customer relationship management (crm) systems and basic computer applications; zendesk experience is an advantage.
• financial acumen and strong attention to detail, particularly with billing and payment-related tasks.
• previous experience in customer retention or membership services is preferred.
• ability to multitask, prioritize, and perform effectively in a fast-paced environment.
• strong numerical aptitude and accuracy in handling customer information.
• collaborative team player with a proactive and positive attitude.
• passion for pets and animal well-being is a plus.