Customer Experience Specialist

Company Description

At TheMarket, we are passionate about the brands and merchants that we work with, selecting authentic alignments to tell great stories via our various marketing channels. Whether it’s search, display, affiliates, retargeting or social; targeting awareness, consideration or purchase intents; on mobile, app, desktop or tablet - we strive to create always on-brand and engaging marketing communications for all our personas.

Learn more about TheMarket from its CEO, Justus Wilde in the following video.

**Job Description**:
Your role will be to make customers happy by providing an exceptional customer experience, the kind of experience that makes customers want to rave about their experience with our brand. This position handles a variety of incoming customer enquiries across multiple brands and multiple channels taking ownership and responsibility to achieve first call resolution and achieve required SLA’s.

Efficient case management and follow-up to ensure the customer is kept informed of the progress of their case; driving to resolve with key performance indicators.

Customer Service Representatives are instrumental in achieving a high-performance culture by self
- management, personal responsibility and accountability with customers and own development, and achievement against Key Performance Indicators (KPI).
**Goals**

Make Customers love us by:

- Responding and resolving customer queries quickly
- Making customers feel safe
- Making it easy for customers
- Providing a friendly ear and voice
- Learning from our mistakes
- Listening to feedback

Qualifications**
Technical skills & Experience**
- Experience in a driven customer centric environment
- Strong verbal and written communication skills
- Demonstrated experience in identifying opportunities for improving customer experience
- Ability to express ideas, thought and concept clearly, using correct and appropriate language, organisation, and structure
- Demonstrated passion for resolving customer enquiries and creating great customer memories
- Demonstrated ability in responding promptly to events and circumstances
- Ability to make decisions based on assessment of situation, own experience, intuition, and input from others
- Preferable experience with Zendesk and Microsoft Dynamics
- Experienced in the use of MS Office 365, including Word, Excel, Outlook, and PowerPoint
- Ability to utilise influencing skills in customer interactions to improve customer perception of The Warehouse Group Brands
**Other Skills**
- Attention to detail
- Work with a sense of urgency
- Team player who is adaptable
- Able to help develop a positive team culture, which sees customer services as key
- Able to work with a diverse array of people and build successful working relationships
- Organised and methodical
- Able to think outside the box
- Self-motivated
- Takes responsibility for own development
- Coachable

Additional Information**
Why work for us?**
- Work within an agile team developing new exciting features in e-commerce, driving convenience for millions of kiwi shoppers
- Be a part of a supportive team, who are invested in the each other succeeding
- Be encouraged to grow and take on more responsibilities to improve and advance in your career path
- Get dedicated time and training resources for professional development, and support to grow in your areas of interest

Our company culture is laid back but energised with a group of innovative and driven people that are focused on creating the next frontier for retail in New Zealand.
**The right type of person for this role**
- Approaches challenges with an open mindset, creativity, hunger and lots of energy
- Strong desire to build something great, and thrive on overcoming the challenges to get there