Customer Service Agent – Hybrid (Keynsham/Bristol)

About the role

We are looking for a Customer Service Agent to join our growing Customer Service and Sales team at Pet Drugs Online. You will be the first point of contact for our customers, delivering a warm, accurate and memorable experience across phone, live‑chat, social media and online channels in a fast‑paced environment.

Key responsibilities

• Handle inbound customer service and sales calls.
• Support customers via live chat and social media platforms.
• Assist customers with online registration and order placement.
• Proactively communicate delivery updates, delays or changes.
• Liaise with suppliers regarding collections, deliveries and repairs.
• Investigate and resolve customer complaints calmly and efficiently.
• Maintain accurate and detailed customer records.
• Manage email correspondence professionally.
• Work a rotating shift pattern, including occasional Saturdays.

Required profile

• Experience in a multi‑channel (omni‑channel) customer service environment.
• Strong communication and problem‑solving abilities.
• Ability to meet performance targets and KPIs.
• Excellent time‑management and organisational skills.
• Customer‑focused, results‑driven mindset.
• Comfortable working independently and as part of a team.
• Adaptable, supportive and approachable attitude.

Required skills

What we offer

• 5 weeks holiday (increasing with service) plus bank holidays.
• Hybrid working model with a minimum of three days onsite.
• Bring your dog to work in a friendly, dog‑loving office.
• Up to 50 % discount on pet products and veterinary fees.
• Company pension (5 % employee / 3 % employer contribution).
• Employee Assistance Programme and wellbeing support.
• Cycle‑to‑Work scheme, Healthcare Cash Plan and retail discounts.
• Free on‑site parking.