Job Description
Your role will be to make customers happy by providing an exceptional customer experience, the kind of experience that makes customers want to rave about their experience with our brand.
This position handles a variety of incoming customer enquiries across multiple brands and multiple channels taking ownership and responsibility to achieve first call resolution and achieve required SLA’s.
Efficient case management and follow-up to ensure the customer is kept informed of the progress of their case; driving to resolve with key performance indicators.
Customer Service Representatives are instrumental in achieving a high-performance culture by self- management, personal responsibility and accountability with customers and own development, and achievement against Key Performance Indicators (KPI).
Goals
Make Customers love us by :
Responding and resolving customer queries quickly
Making customers feel safe
Making it easy for customers
Providing a friendly ear and voice
Learning from our mistakes
Listening to feedback
Qualifications
Technical skills & Experience
Experience in a driven customer centric environment
Strong verbal and written communication skills
Demonstrated experience in identifying opportunities for improving customer experience
Ability to express ideas, thought and concept clearly, using correct and appropriate language, organisation, and structure
Demonstrated passion for resolving customer enquiries and creating great customer memories
Demonstrated ability in responding promptly to events and circumstances
Ability to make decisions based on assessment of situation, own experience, intuition, and input from others
Preferable experience with Zendesk and Microsoft Dynamics
Experienced in the use of MS Office 365, including Word, Excel, Outlook, and PowerPoint
Ability to utilise influencing skills in customer interactions to improve customer perception of The Warehouse Group Brands
Other Skills
Attention to detail
Work with a sense of urgency
Team player who is adaptable
Able to help develop a positive team culture, which sees customer services as key
Able to work with a diverse array of people and build successful working relationships
Organised and methodical
Able to think outside the box
Self-motivated
Takes responsibility for own development
Coachable
Additional Information
Why work for us?
Work within an agile team developing new exciting features in e-commerce, driving convenience for millions of kiwi shoppers
Be a part of a supportive team, who are invested in the each other succeeding
Be encouraged to grow and take on more responsibilities to improve and advance in your career path
Get dedicated time and training resources for professional development, and support to grow in your areas of interest
Our company culture is laid back but energised with a group of innovative and driven people that are focused on creating the next frontier for retail in New Zealand.
The right type of person for this role
You thrive on coupling creativity with execution.
You’re a natural collaborator.
You're motivated, energetic, and action-oriented and inspire others.
Pragmatic straight shooter that will thrive in a fast-paced, dynamic environment
Strong desire to build something great, and thrive on overcoming the challenges to get there
