[Hiring] Customer Care Agent @Petlab Co.

Title: Customer Care Agent (German Speaking)

Location: UK Remote

About Petlab Co

PetLab Co. is the world’s fastest-growing pet supplement business. Launching in 2018, we successfully achieved a 9-figure revenue in 2023 without any external funding. We have a loyal community of loving pet parents and over 1.5 million happy dogs whose lives have been positively impacted by our innovative products. Our team is vibrant, fast-moving, and customer-driven where high-performers are valued and rewarded. And it is the ideal place for an ambitious, hardworking, animal lover who wants to progress their career rapidly.

About the role..

PetLab Co. is looking for a skilled Customer Care Agent to join the growing customer experience team. In this role, you’ll be the voice of a trusted brand that helps pets feel better at every stage of life. This role reports to one of our Customer Care Team Leads and is a full time, hourly position. Your primary responsibility will be answering calls from our customers and helping them find solutions. When you’re not on the phone, you will be helping support customers in other channels like email, chat, or text.

• 90% of your time will be dedicated to frontline work.
• 10% of your time will be assisting on other projects, as needed, along with goal setting and review. There are weekly check-ins with your team lead.

Available shifts:
Monday - Friday 8:00am – 4:30pm

Requirements

• 1-3 years relevant work experience.

• Familiarity with helpdesk software.
• Knowledge of Microsoft 365 software is preferred.
• Experience in a direct-to-consumer environment is preferred.
• Fluent in English and German

Our Values

As a member of the Customer Care team, you identify with our core values:

• Thoroughness – We see the forest AND the trees. We demonstrate attention to detail and accuracy. We find ways to make customers’ experiences with us better.
• Dedication – We are passionate about our work. We are committed to our customers, their pets, our teammates and “doing what’s right”. We are always learning and sharing our knowledge to help others.
• Empathy – We are pet parents. We understand why our customers and teammates think and feel as they do. We approach individuals from their perspective.

• Ease – We are problem solvers. We make things easier for the people who rely on us. We remove roadblocks and find smoother paths.

DNA

• Loves to learn on the fly, is very adaptable and welcoming to change (“growth mindset”). This is a start-up environment, so an ideal candidate learns quickly when facing new problems. They should also enjoy the challenge of unfamiliar tasks.
• You are able to work independently with minimal supervision but know when to ask questions. You show up on time and have a great work ethic.

• You care about your work and interactions with others.

Benefits

• Private Health Care through Vitality
• Generous Annual Leave - 28 days + public and bank holidays
• Flexible Working Hours – We focus on results and trust people to manage their time, whether working from home, while travelling, or in the office!
• Help@Hand – Employee Assistance Programme
• Royal London Pension Scheme – We offer a workplace pension scheme with one of the UK’s leading providers of group pensions. With an employer contribution of 5%!
• Enhanced Maternity / Paternity / Adoption Leave – because time with new family members is important!
• Puppy Therapy – working in partnership with Paws in Work to provide a boost of oxytocin twice a year.
• Generous Learning and development budget – We always want you to keep learning.
• Free breakfast, fruits and snacks – refuel and revitalise with free munchies in the office.
• Working Environment – dogs are welcome!
• Life Assurance – In the event of your death, while employed by us, your chosen beneficiaries will be provided with a tax-free lump sum equivalent of four times your basic salary.
• Gympass – All in one subscription bringing you the largest selection of gyms, studios and apps.
• Electric Vehicle Scheme – Employees sacrifice salary in return for a new electric car, typically saving 30-40% of costs through income and tax and national insurance.
• Give Back Day – An extra day off in the year to volunteer plus a £50 contribution to your chosen charity.
• Health Cash Benefit – We offer the bronze package with enables you to claim a certain amount of cashback when you pay for something that is health related, i.e dental.

Petlab Co is an equal opportunity employer that is committed to diversity and inclusion. We encourage all applications irrespective of gender, race, sexual orientation, religion, age, nationality, marital status, and disability. We believe that diversity is at the heart of innovation and we welcome passionate candidates from all backgrounds. Come join the family and see for yourself!

Petlab Co. is the world’s fastest-growing pet supplement business. Launching in December 2018,PetLab Co. has a loyal community of over 100,000+ pets and owners, who have had their lives positively impacted by innovative Petlab Co. products. Petlab Co. is a vibrant, fast-moving, and customer-centric team who value and reward high-performing players. It is an ideal place for a candidate who is ambitious, hardworking, loves animals, is looking to rapidly progress their career, and would enjoy working in a vibrant environment with smart co-workers and friendly office dogs! With a currently strong foothold in the United States, in the next several years, the Company intends to rapidly establish a presence across Europe and Asia. This exciting growth/hyper-scale will be underpinned by a continually evolving bedrock of proprietary product formulations that will improve pet and owner lives. Finally, the Company intends to continue to grow the value-add services and innovative products it provides to its enthusiastic community.