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Client Support Associate

1 week ago

Auckland, Auckland, New Zealand Jacobs Douwe Egberts Full time

About Us

Jacobs Douwe Egberts (JDE) is a leading coffee and tea company with a strong presence in over 100 countries. We're proud of our heritage and our commitment to quality, sustainability, and innovation.

The Role

We're seeking a Client Support Associate to join our Customer Service team. In this role, you'll be responsible for providing excellent support to our customers, ensuring their orders and delivery issues are promptly resolved.

You'll be working closely with our internal stakeholders to ensure organizational cohesion and facilitating email requests and product inquiries. Your attention to detail and ability to prioritize tasks effectively will be essential in this role.

Key Responsibilities

Your key responsibilities will include:

  • Providing exceptional support to customers via phone, email, and chat
  • Entering customer orders into our ERP system accurately
  • Executing up-sell strategies to increase sales and expand a customer's product range
  • Building rapport with customers and potential customers
  • Responding to customer complaints in a timely manner
  • Working with internal stakeholders to ensure organizational cohesion

Requirements

To be successful in this role, you'll need:

  • 3 years' experience in Customer Services or Call Centre
  • Coffee and tea knowledge (an advantage)
  • ERP systems experience (SAP and/or SalesForce)
  • Excellent communication and interpersonal skills
  • Computer proficiency
  • Attention to detail and ability to prioritize tasks effectively

What We Offer

We offer a competitive salary, 3% Kiwisaver Employer Contribution, and an incentive bonus to our employees. Additionally, we provide hybrid working flexibility, medical insurance, income protection, and life insurance.