Customer Experience Consultant – Customer Growth (Chat) - …, City of Willoughby

Job Type: Permanent – Full Time Location: Chatswood, NSW – Hybrid Job Category: Customer Service At PetSure, we’re passionate about creating a world that’s better for pets and their people. As a Customer Experience Consultant – Customer Growth (Chat), you’ll be at the heart of our mission—supporting customers through their insurance journey while driving acquisition, retention and growth outcomes. You’ll work directly with pet parents across phone, email and live chat, guiding them through new business, policy changes and retention conversations. Chat experience is essential for this role and will be used across sales and service interactions, with additional training provided to build broader Customer Growth capability over time. If you’re a confident communicator, enjoy engaging customers in real‑time, and thrive in a fast‑paced, customer‑focused environment—this could be the role for you. What You’ll Do
- Manage customer interactions across chat, phone and email
- Support new business, retention and customer growth outcomes
- Achieve first‑contact resolution and take ownership of customer enquiries
- Guide customers through policy options and purchasing decisions
- Resolve complaints with empathy and professionalism
- Collaborate with internal teams to share insights and drive continuous improvement What You’ll Bring
- Proven experience delivering customer outcomes via live chat (essential)
- Experience in sales, growth or retention environments (contact centre preferred)
- Strong communication, negotiation and problem‑solving skills
- Ability to multi‑task and perform under pressure
- A growth mindset and willingness to learn and develop
- Insurance or complaints‑handling experience (desirable) Why You’ll Love Working at PetSure
- Pet Friendly hybrid working based in Chatswood
- Versatile leave options including birthday, wellbeing and volunteer leave
- Pet benefits – discounted pet insurance and pet care leave
- Wellbeing support and a people‑first culture
- Professional development, recognition and career growth opportunities Join Our Team
- Passion for pets and their people
- Curious and open to pawsibilities
- Chewing through problems and opportunities
- Taking care of others We’re an equal opportunity employer and welcome applicants from all backgrounds. Our pet‑friendly environment means you can bring your furry friend to work! Ready to deliver exceptional customer experiences and help shape the future of pet insurance? Apply now! #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rixka