Customer Care Specialist (Pet Aftercare Services)

Job Description:

We are seeking a compassionate and versatile individual to join our team in providing dignified and professional pet aftercare services. This role involves a blend of operations, customer service, and sales support. You will be the first point of contact for grieving pet owners, ensuring they are guided with empathy and professionalism, while also overseeing operational processes and supporting business growth. This role is ideal for pet lovers who are compassionate, attentive, and willing to go the extra mile to support grieving pet families.

Key Responsibilities:

• Handle customer enquiries with sensitivity and professionalism, both in-person and over the phone.
• Provide guidance to pet owners on available aftercare services, packages, and memorial options.
• Manage daily operations including scheduling, documentation, and coordination of cremation services.
• Attend to and support pet families during cremation services with empathy and professionalism.
• Offer comfort and guidance to bereaved pet families.
• Drive company vehicle for the safe collection and transportation of deceased pets.
• Handle deceased pets with utmost care and respect.
• Wet cleaning, blow drying and grooming of deceased pets.
• Operate and monitor cremation equipment safely and responsibly.
• Collect pet ashes from cremation machine under a controlled high-heat environment.
• Conduct ash-picking sessions with pet owners in our waiting room.
• Maintain cleanliness and upkeep of the pet crematorium & columbarium.
• Uphold the highest standards of compassion, discretion, and respect in all interactions.

Requirements:

• Possess a valid Class 3 manual driving license.
• Compassionate, respectful, and comfortable working in an environment involving pet aftercare.
• Strong empathy and communication skills, especially when supporting grieving pet owners.
• Reliable, responsible, and detail-oriented.
• Able to work shifts, including weekends and public holidays.
• Ability to work evenings/weekends when required (with time-off in lieu).

Working Hours & Benefits:

• 4-day work week (including weekends and public holidays).
• 11-hour shifts.
• Salary: $3,000 – $3,700 (Basic + Commission).

Join us in delivering dignified aftercare services that honour the love between pets and their families.