Customer Service Officer

Key Responsibilities

• Welcome customers professionally and ensure they receive exceptional service.
• Assist customers in selecting suitable pet products and services based on their needs.
• Respond to customer enquiries in person, over the phone, via email, and through social media platforms.
• Schedule appointments for grooming, veterinary consultations, boarding, and other pet services.
• Handle customer complaints professionally and resolve issues promptly while maintaining positive relationships.
• Process sales transactions accurately using the Point of Sale (POS) system.
• Maintain accurate customer records and appointment schedules.
• Follow up with customers to ensure satisfaction with products and services.
• Promote ongoing offers, loyalty programmes, and new products.
• Maintain cleanliness and organization of the reception and customer service areas.
• Work closely with veterinarians, groomers, and retail staff to ensure seamless customer experiences.
• Assist in merchandising and stocking retail shelves where required.
• Ensure pets and their owners are welcomed in a safe, calm, and friendly environment.
• Observe and report any concerns regarding the welfare or behaviour of pets to the relevant team members.
• Perform any other duties assigned by management.

Qualifications

• Diploma or Bachelor's Degree in Customer Service, Business Administration, Marketing, Hospitality, Animal Science, or a related field.
• Minimum of 2 years' experience in customer service, retail, hospitality, veterinary clinics, pet stores, or related industries.
• Experience working with pets or animals will be a significant advantage.
• Proficiency in Microsoft Office and Point of Sale (POS) systems.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship management skills.
• Desired Skills and Competencies
• Outstanding customer service and communication skills.
• Friendly, approachable, and professional personality.
• Genuine love for animals and confidence handling or interacting with pets.
• Ability to remain calm and compassionate in busy environments.
• Excellent problem-solving and conflict-resolution skills.
• Strong organizational and multitasking abilities.
• Attention to detail and accuracy.
• Ability to work as part of a team and independently.
• Positive attitude, patience, and empathy.
• High level of integrity and professionalism.