Senior Customer Service Officer

2 weeks ago

Christchurch, New Zealand Kathmandu Full time

We are BCorp certified
- Sustainability is at the heart of everything we do
- Great benefits including paid parental leave and generous staff discounts
- Career opportunities throughout Australia & New Zealand

**About Kathmandu...**
Kathmandu is a leading global outdoor brand whose journey began in Aotearoa, New Zealand in 1987. We believe out there is where we thrive. It liberates, challenges, and inspires us. Our gear is built to empower, so more people can embrace adventure. It’s tested in New Zealand’s wildest conditions — because if it performs here, it can handle anywhere. As a proud certified B Corp, we prioritise people and planet in everything we do — out of respect for the natural world that inspires us. Our pioneering approach to sustainable innovation ensures every product is built to perform and made with a lighter impact on the environment.

We've been out there for almost 40 years living our best lives. Now you can too. Join us on our mission to improve the wellbeing of the world through the great outdoors.

**A little bit about the role**:
We have an exciting opportunity to join Kathmandu as the Senior Customer Service Officer in our Christchurch Head Office This role involves a balanced focus on supervising and coaching the Customer Service team in partnership with the Customer Service Centre (CSC) Manager. It also includes contributing to the development and refinement of business processes, procedures, and reporting frameworks to ensure the consistent delivery of agreed service levels across all designated contact channels and marketplaces.

As a Senior Customer Service Officer, you’ll lead and coach a high-performing team, resolve complex customer queries, and drive continuous improvement. You’ll be the first point of escalation, make impactful decisions daily, and help shape the future of our customer service operations, for our customers who are based all over the world from Europe to the US, South America and Australasia

**Day to day responsibilities include**:

- Lead and support the Customer Service team to deliver seamless customer experiences.
- Manage daily operations using Workforce Management and Contact Centre systems.
- Analyse performance metrics and report insights to drive service excellence.
- Resolve escalated customer issues and ensure timely, professional outcomes.
- Support recruitment, onboarding, and training of team members.
- Providing support to New Zealand and Australian stores
- Displaying the Kathmandu values of Joyfulness, Openness and Courage always.

**This is what you'll need**:

- Strong communication, conflict resolution, and problem-solving skills.
- Highly proficient with Microsoft 365 suite and cloud-based systems/apps.
- Ability to perform well in a self-directed and fast-paced environment, work well under pressure; enthusiastic, self-motivated with a “can do” attitude.
- Ability to use AI tools to enhance team productivity, customer sentiment and satisfaction.

**Qualification & Experience Requirements**:

- Experience in customer service leadership, ideally in retail or e-commerce.
- Passion for the outdoors, travel, or adventure.
- Experience in coaching and inducting team members to train and develop their Customer Service skills and technical knowledge

**Ready to join us?**
Kathmandu is committed to a diverse, equitable and inclusive workplace. Submit your CV here and join us.

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