Pooch and Mutt
Customer Service Advisor
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About Pooch & Mutt
At Pooch & Mutt, our mission is simple: to help you help them. We’re here to take the pet peeves out of pet care - challenging the one-size-fits-all approach with thoughtfully crafted choices for all breeds & needs, for life.
Because no two dogs (or owners) are the same. We’re here for the real, everyday moments of pet parenting: muddy walks, fussy eaters, and the “what have you rolled in?” chaos. And we believe better nutrition should support all of it.
It’s the same mindset we bring to how we work. We’re building a healthier company, with healthy people - where individuality is valued, ideas are encouraged, and no two days look the same. Because doing things properly, for dogs and for people, means never taking a one-size-fits-all approach.
Job Role: Customer Service Advisor
Our customer service operates at the forefront of the business where you will have contact with our loyal customer base providing support via email, social media and live chat. We are looking for a friendly individual who is passionate about pet health, has an enthusiasm for helping others, and enjoys working within a team. We will provide extensive training, guidance and support. The business is remote first and run by a small, talented and multi-faceted team.
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You will be responsible for:
- Resolving customer queries via Email, Live chat, WhatsApp, Social Media & Telephone
- Working closely with the Operations & Tech team to report any issues with stock or customer orders/website
- Covering some weekend hours
- Maintaining thorough and accurate customer service records
- Communicating with customers about their orders, including any delays or changes
- Providing in-depth Nutritional Advice
- Replying to feedback received via third party sites such as Feefo and TrustPilot
- Responding to customers via our Blog posts
- Regularly communicating with our CS Manager & keeping up to date with daily admin tasks
Skills & Requirements
- Excellent communication skills
- Able to deal with customers via telephone in a professional manner
- Strong organisational skills
- Have a good knowledge and/or interest in pet nutrition
- Ability to work in a fast paced environment
- Work well within a team
- Previous customer-facing/customer service experience
- Previous experience working with CS platforms (preferred but not essential)
- Positive outlook with outgoing mentality
- Problem solving skills with the ability to stay calm and patient
- Competent in social media
- Ability to work independently and hit KPI’s
- Interest in animals / health
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Technical requirements
- Good knowledge of social media channels including Instagram, Facebook, Twitter
- Good knowledge of Microsoft suites including excel
- Good knowledge of GSuite - emails, docs, sheets & calendar
- CS Help-desk experience i.e Zendesk/Gorgias
Benefits
- Remote first working
- Flexible Hours
- Health insurance
- Training provided
- 20 days holiday a year + bank holidays
Position
Job Title: Customer Service Advisor
Terms: Full Time incl. some weekends (38 hrs)
Reports to: Louisa Hayes - Customer Service Manager
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