About the role

Job Title: Pet Relationship Manager (Customer Experience)Department: Customer Experience TeamReports To: Team ManagerRole Overview:The Pet Relationship Manager will serve as the primary point of contact for key customers, ensuringexceptional service across inbound calls, outbound calls, and chat interactions. The role requires proactiverelationship management, a deep understanding of pet care products/services, and the ability to resolvecustomer queries while driving satisfaction and loyalty.Key Responsibilities:1. Customer Interaction & Support:○ Handle a high volume of inbound and outbound calls with professionalism and empathy.○ Manage live chat conversations, ensuring prompt and accurate responses.○ Address customer inquiries, complaints, and concerns effectively, escalating as needed.2. Account Management:○ Build and maintain strong, long-term relationships with key customers.○ Understand individual customer needs and provide tailored recommendations for pet careproducts/services.○ Act as a trusted advisor, offering insights and solutions to improve customer satisfaction.3. Product Knowledge:○ Stay updated on the company’s pet care products and services.○ Communicate product features, benefits, and proper usag effectively to customers.Qualifications:● Education: Bachelor’s degree or equivalent in any discipline (preferred)● Pet Parent - Mandatory● Experience: Exp in customer-facing key account management role (preferred)● Skills:○ Strong communication and interpersonal skills.○ Empathy and patience in dealing with customers.○ Proficiency in CRM tools and live chat platforms. (preferred)○ Goal-oriented mindset with the ability to meet deadlines and targets.Preferred Traits:● Passion for pets and pet care.● Ability to work in a fast-paced environment.● A problem-solving attitude and attention to detail.

Customer experience -Pet Relationship Manager

About the role

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