RESPONSIBILITIES: Customer Care Specialist - Full time Customer Service Carry out professional pet aftercare services whilst acting in a compassionate manner, delivering high customer service standards Process all client enquiries through various platforms such as phone, emails, online chat, online bookings, and social media, in accordance with company policy and procedures Liaise with the client care, prep, operation and cremation teams relaying and receiving information, and instruction to ensure smooth and accurate delivery of all pet aftercare services Greet and assist clients in attending viewings, collecting ashes and delivering pets in a professional and compassionate manner Groom and prepare animals in preparation for client viewings as required Prepare viewing rooms aligned to the company's policy and standards for client viewings Advise Client Care Manager or Operations Manager immediately of any client or vet issues or complaints including actively identifying and raising of any potential issues for avoidance Assist as required in the induction of new veterinary clinics Demonstrate effective, clear communication skills with compassionate yet professional temperament Communicate and follow up with clients as required Manage client payments due Manage Zip Pay and Vet Pay services Attend team and company meetings as required Take personal responsibility for upholding standards relating to presentation, property, hygiene, including prompt reporting of loss, damage, or maintenance needs Taking responsibility of reporting hazards and risks that may cause harm or injury, and adhering to WH&S policies and procedures Other duties as required aligned to the role's operational requirements Administration Ensure the data entry of client and vet information is recorded accurately and in a timely manner as per company policy and procedures Schedule and manage vet, home and office collections Coordinate country travel logistics and travel bag arrangements as required in accordance with company policy and procedures Process payments and receipt management accurately and in a timely manner as per policy and procedure Assist in manifests and reporting as required Systems & Standards Adhere to the Company's policies and procedures for all relevant tasks undertaken Continually work towards improving the operational systems, processes and policies in support of company's service delivery and standards Support the Client Care Manager as required Personal Ensure our work practices are managed to perform demanding tasks over sustained periods, whilst maintaining quality service to our customers OTHER REQUIREMENTS Open for pre-employement medical checks and Q-vax How to Apply: InvoCare is proud to provide our employees with a quality work environment and opportunity for both personal and professional growth. If you are looking for a role that makes a difference and supports families in your community, click on apply and submit your application.
