Customer Care Coordinator

5 months ago

North Shore City Auckland, New Zealand Mitre 10 Full time

Mitre 10 has been a part of New Zealand's home improvement culture since 1974. An award-winning success story, inspiring Kiwi to love where they live, work and play with our home improvement, garden and trade offer.

We have an exciting new opportunity available to join our Albany based Support Centre as an **Customer Care Coordinator on a 2-year fixed term basis.**

As a member of our Customer team, you will be responsible for addressing and resolving all external inquiries across various platforms, including Mitre 10 and Hammer Hardware websites, as well as through Reception and other departments. Your responsibilities will extend to assisting stores with website and online sales support, ensuring seamless customer experiences throughout.

Please not that this role supports a shift based 7 day central hub.

**Reporting to the Customer & Store Support Manager, your key functions will include**:

- Professionally manage incoming requests from customers and stores, ensuring prompt and thorough resolution of issues.
- Maintain a balance between company policy and customer benefit in decision-making, prioritizing customer satisfaction.
- Escalate unresolved queries promptly and appropriately, ensuring effective communication and follow-up to achieve customer satisfaction.
- Proactively seek opportunities to enhance day-to-day processes and tasks, and mentor others in adopting best practices.
- Thoroughly gather customer information, address customer needs, provide relevant education to prevent future contacts, and document interactions for tracking purposes.

**To be successful in this role you will have**:

- A proven track record in a customer-focused role, preferably within a retail or similar environment.
- Exceptional communication skills, both oral and written.
- The ability to empathise with and prioritise customer needs.
- High levels of integrity, autonomy, and self-motivation.
- Excellent problem-solving skills, with a focus on customer resolution and satisfaction.
- A positive, resilient, and adaptable attitude towards challenging situations.
- Strong time management skills and the ability to multitask effectively.

We are a team moving forward and that is a result of our motivated, skilled team members. There is an attractive remuneration package for this role, generous staff buying privileges, life insurance, discounted medical insurance, birthday day off, flexible working and more.

If you are a highly motivated individual who is passionate about being part of the Mitre 10 team and a company in growth mode, then we want to hear from you. Please provide your CV, including your remuneration expectations, via this website.

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