Senior Customer Service Officer
2 weeks ago
- At Kathmandu, sustainability isn't a department, it's what we do
- True career growth opportunity ongoing training and development
About Kathmandu
Kathmandu is a leading global outdoor lifestyle brand whose journey began in Aotearoa New Zealand over thirty years ago.
We're on a mission to improve the wellbeing of the world by getting more people outdoors, because nature has a positive transformative effect on us all.
It makes us more happy, open, free and fun.And that's why we're all about creating the best sustainably made outdoor gear - to get people to experience nature's benefits more often.
We've been out there for over 30 years living our best lives. Now you can too. Join us on our mission to improve the wellbeing of the world through the great outdoors.A little bit about the role
We're seeking a full time Senior Customer Service Officer to join the Kathmandu team based at our Christchurch Support Office.
In this role you will take the lead during shifts to guide and motivate a team of Customer Service Officers who are busy handling an array of contacts from online and phone channels.
You and the team will be kept busy processing orders, providing excellent customer service and promoting sales, offering administration and service support to our store network and the rest of the business.
This is what you'll need
- At least 2 years of applicable customer service/industry experience
- Experience leading a team during shifts to perform well in a fastpaced multichannel contact centre.
- Experience in rostering daily shifts and break times to ensure availability across all forms of contact at all times
- A proven ability to problem solve and think on your feet; helping team members during shifts solve complicated questions while also knowing when to escalate a matter.
- Experience at monitoring and meeting customer demand across all channels, switching agents accordingly, to optimise response times and deliver bestinclass service levels.
- The ability to keep team members enthusiastic and selfmotivated, while considering their wellbeing, particularly during peak trading periods
- Experience in coaching and inducting team members to train and develop their Customer Service skills and technical knowledge
- Familiarity with ecommerce ordering processes, including RMA/returns and using 3rdparty platforms such as ERP and CRM (e.g. MS Dynamics AX/D365, SAP, etc.)
- Conflict resolution, problem solving and interpersonal skills with an ability to look at the big picture
- Outstanding interpersonal verbal and written communication skills
- Availability to work full time on a shift roster between the hours of 8am10pm, Monday to Saturday
- A sound knowledge of outdoor, travel, and technical apparel is a plus
- Experience using an omnichannel ticketing solution (e.g. Freshdesk, Zendesk) and providing customer support through social networking is also desirable.
Why Kathmandu?
At Kathmandu your contributions have meaning and can drive change. Across our global offices we've invested in creating a community where talented, creative, inquisitive people can grow.
Our culture is centred on embracing a growth mind-set, pushing to ask if we're out there enough and can we do better? We encourage our leaders and teams to bring their best every day.
As a Kathmanduer you will have:
- Genuine career opportunities throughout retail and Support Offices based in Christchurch and Melbourne
- The chance to work with a group of proactive individuals that make a difference
- Generous staff discounts for both Kathmandu and Ripcurl
- A comprehensive induction along with excellent future training and development options
- A range of flexible working options including FriYays.
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