Customer Care Specialist - Online Chat
The Warehouse Group
Hamilton, New Zealand
6d ago

About Us :

The Warehouse Group (TWG) is a New Zealand success story, founded by Sir Stephen Tindall and evolved from a single The Warehouse store to become one of the largest retailing groups in New Zealand.

  • TWG consists of six core retail brands : The Warehouse, Warehouse Stationery, Noel Leeming, Torpedo7, 1-day and TheMarket.
  • We have 260+ retail stores, online stores as well as distribution centres throughout New Zealand. We also have two overseas sourcing offices located in China and India.

    We are a people-centred business with more than 12,000 team members across our locations.

    About the Role :

    The heart of our business is a great customer service team not only are they skilled in the art of delivering great service to our customers but they have a passion for what they do.

    We are now looking for additional team members to join our Customer Care team in our Hamilton site. So if you have the passion and you truly get what outstanding customer service is all about then this can be a perfect option for you!

    Reporting through to a Customer Care Coach (Team Leader) you will be responsible for our supporting our chat-based customers.

    We are looking for a gadget guru someone who is up with the play on the last technology and has the patience to those that may be less techno savvy along

    As a Customer Care Specialist your key responsibilities will be :

  • Responding to customer enquiries, taking ownership through to resolution.
  • Quickly ascertaining what the customer’s needs are and being to promptly respond
  • Running efficient case management and follow-up within agreed timeframes.
  • Managing a number of chat interaction at once.
  • Keep up to date with processes and procedures to ensure accurate information is provided.
  • To provide an effortless customer experience
  • About You :

    The ideal candidate will have :

  • Vast experience in a customer services environment with a proven track record of offering exceptional customer service.
  • Coming from a chat based back-ground is advantageous but not essential.

  • Excellent written and verbal communication skills.
  • An outstanding phone manner being able to express ideas, thoughts and concept clearly, using correct and appropriate language, organisation and structure.
  • Experience with Salesforce, CRM, Microsoft Dynamics and the full MS Office suite is an added benefit.
  • Strong keyboard skills are a must, ideally 50-60words per min.
  • Great attention to detail and accuracy of work.
  • The ability to work with a sense of urgency and thrive working under pressure.
  • Have the ability to work with a diverse array of people and build successful working relationships both internal and external customers.
  • An ability to demonstrate flexibility and adaptability thinking outside the box.
  • As this role is all about team work and working to KPIs and tight timeframes, we are after someone that can be relied on to have great punctuality and who has a proven attendance record.

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