Customer experience -Pet Relationship Manager

Job Title: Pet Relationship Manager (Customer Experience)

Department: Customer Experience Team

Reports To: Team Manager

Role Overview:

The Pet Relationship Manager will serve as the primary point of contact for key customers, ensuring

exceptional service across inbound calls, outbound calls, and chat interactions. The role requires proactive

relationship management, a deep understanding of pet care products/services, and the ability to resolve

customer 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 care

products/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.