Customer Experience Manager

2 weeks ago


Auckland City, New Zealand FREEDOM Furniture Full time

Who we are
Take a seat at Freedom, the home of innovation, empowerment, and opportunity. For more than 40 years, we've continued to deliver on our promise: to make beautiful things for the home available to everyone.
Our company is about our people, so honesty, transparency and recognition are at the heart of how we work. Spend your day inspired to grow, through problem-solving, collaboration and hard work. We're design-led, passionate and constantly evolving.
We want you to be part of our journey, so pull up a chair, and find out what it means to work in our Customer Experience team.
What you'll be doing
- Asking effective quesioning techniques to unlock and identify root cause of call drivers.
- Active comprehension and listening skills to effectively understand customer demand.
- Respond appropriately to customer requirements and identify relevant options, by communicatin timeframes for issues that cannot be immediately rectified.
- Manage customer expectations and provide alternate solutions to maximise value and customer service.
- Address escalated enquiries and request to ensure they are delivered within the SLA or appropriate timeframe.
- Use clear, simple and easy to understad language and ensure responses are comprehensive across all channels.
- Prepare, present and discuss relevant information that will resolve customer demand.

Who you are
- High level of communication skills through different mediums including written, training and verbal.
- Experience working with a CRM and ability to quickly learn new technology.
- Radiate passion for customer service and people. Always striving to promote company products, services and enhancing customer expectations.
- Provides quick and confident solutions to support customer needs.
- Mandarin speaker preferable

Perks of the job
- Working from home options once you have your feet under the desk.
- 25% staff discount across all companies under Greenlit Brands, including sales prices.
- Discounts on health cover, travel and more through OurHub, our partnership discount program.
- Free on-site gym and classes.

Have a voice, make an impact, and find your seat at Freedom.
Freedom to grow. Freedom to think. Freedom to be.


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