Pet Care Consultant

The Pet Insurance Company consultants are responsible for fulfilling customer enquiries and demonstrating The Pet Insurance Company values at all times. Knose is out to make Australian pets the healthiest and happiest in the world. Making pet care easy is the core contributor to this goal and the basis of our customer strategy. All contacts with the customer and/or vets must have this at the forefront of the experience delivered. Our purpose is to make Australian Pets the healthiest and happiest in the world.

JOB TITLE: Pet Care Consultant
JOB TYPE: Full-time /Part Time
LOCATION: Work from Home/Anywhere model in place
SUPERVISOR/MANAGER: Team Manager/Customer Experience Manager

VALUES AND BEHAVIOURS:

It is expected that you represent Knose company values to the best of your ability. We believe the following 5 values underpin all our decisions to ensure they are in the best interests of our customers, our business and our communities. Treat others as we wish to be treated

MAIN DUTIES/RESPONSIBILITIES:

• Inbound and outbound customer and vet queries by phone, email, webchat, and Social Media.
• Queries include but not limited to:
  • payment changes,
  • policy changes,
  • policy cancellations and retention
  • Insurance coverage,
  • claim updates,
  • Policy quotes but no selling.
  • claim outcomes
  • New policy sales
• Policy welcome calls
• Claim vet history follow ups
• Additional support to Wellness customers and vets as required.

SKILLS & EXPERIENCE

Experience:

• Customer Service experience min 2+years

Skills:

• Intermediate to advanced Microsoft Office skills (Word, Excel, PowerPoint and Outlook)
• Excellent verbal and written communication
• Organised and able to meet deadlines
• Passion for change and innovation
• Ability to make decisions and support customers
• Ability to learn new systems quickly and multiple taks at the same time.
• Strong engagement and stakeholder management skills.
• Ability to handle difficult customers.

PERFORMANCE GOALS:

• Team ASA – 90% of calls answered in 60 secs.
• Customer experience – 90% 5 star.
• Contact centre experience desirable
• Pet Product knowledge desirable
• Combination of administration and customer facing roles
• Understanding of Freshworks programs desirable
• Pet Insurance claims experience desireable