Customer Care Senior Specialist- Nlg

7 months ago

Auckland City, New Zealand The Warehouse Group Full time

**Company Description**
Our purpose is simple; helping Kiwi’s live better every day.

The Warehouse Group (TWG) has grown to be New Zealand’s largest retailer and not to mention a Kiwi classic brand Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think Customer), Mahi I ngā mahi pai (Own it) and Kia haepapa (Do Good). With these core values, we continue to shift our business radically day in and day out, working towards our vision to make sustainable living easy and affordable for everyone

We are looking for someone to step up in our Noel Leeming Customer Specialist team and walk the talk of providing excellent customer service to our customers and supporting our team in doing so

Reporting through to a Customer Care - Chapter Lead you will handle a variety of incoming customer enquiries, with your main purpose being to provide an effortless customer experience for our customers.

**As a Senior Customer Care your key responsibilities will be**:

- Responding to customer enquiries, taking ownership through to resolution.
- Building rapport with the customer by active listening and adapting communication style.
- Building rapport with your colleagues and supporting them on a day to day. You will become their go-to support
- Running efficient case management and follow-up within agreed timeframes.
- You will manage a majority of customer contact via phone, however, follow-ups may be via written communication, while supporting the team on those tricky cases.
- Keep up to date with processes and procedures to ensure accurate information is provided.
- Vast experience in a customer services environment with a proven track record of offering exceptional customer service.
- 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.
- 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 with both internal and external customers.
- Have an outstanding track record of reliability.
- you will be a role model for your colleagues and really live an breathe think customer and think team
- An ability to demonstrate flexibility and adaptability - thinking outside the box.

As this role is all about teamwork 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.
**Additional Information**
This is a great opportunity for someone who is wanting to learn and grow in a leadership position and get exposure to the people leading the world. This will offer loads of development and insight about the Warehouse Group business with some good fun and laughs along the way.

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