Posted:3 days ago|
Platform:
Work from Office
Full Time
• Lead the HUFT Way: Inspire and guide the customer service team to embody empathy, warmth,
and problem-solving in every interaction.
• Pet Parent First: Create service protocols and tone of voice that reflect what pet parents truly
need from reassurance to expert guidance.
• Service Excellence: Define KPIs around response time, first-contact resolution, and customer
delight but always balanced with compassion over scripts.
• Training & Coaching: Regularly upskill the team on product knowledge, pet-parent psychology,
and emotional intelligence.
• Customer Insights: Capture customer feedback and translate it into actionable insights for
product, retail, and brand teams.
• Innovation in Care: Explore new channels (WhatsApp, social, community platforms) to engage
with pet parents where they are, with warmth and agility.
• A pet parent who deeply understands the bond between pets and families.
• 8–12 years of experience in customer experience / customer service leadership.
• Proven ability to design and execute customer-first strategies.
• Strong communication and people-management skills — able to coach with care and
accountability.
• Comfort with data and metrics, but driven by empathy and storytelling as much as numbers.
• Someone who thrives in a fast-paced, purpose-led brand environment.
Precious Pet Services
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