Customer Service Representative

Key customer support role for our new Metro60 offering
- Help shape the way Kiwi’s shop for their everyday needs
- Remote role - work from anywhere in NZ

**Ready to make an impact?
As part of the newly formed Business Accelerator within the Woolworths Group, we are currently building a new customer proposition focused on digital convenience - Metro 60. We are working hard to shape the proposition and build a team to execute on it. With the full backing of the Woolworths retail network and resources, this venture is set to change the way Kiwis shop for their everyday needs. We are a small team with big ambitions. We are building a team of people who know how to be themselves, have fun and love what they do.

**About the Role | Mō te Tūranga
As a Customer Service Representative for Metro60 you will act as a liaison internally and externally, provide product/service information and resolve any emerging problems that our customers might face with accuracy and efficiency.

Key responsibilities:

- Service incoming customer queries, provide exceptional customer service whilst being an ambassador for the Metro60 Brand
- Providing first call resolution, striving to respond to customers in a timely manner
- Achieve, maintain and attempt to exceed individual and team Key Performance Indicators
- Continuously build rapport and ability to develop customer loyalty
- Agility in maintaining and pursuing product knowledge
- Identify innovation opportunities and communicate them to your Manager
- Support with onboarding and training of new teammates
- Manage all incoming calls regarding queries, order processing or complaints
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents
- Manage Courier Solutions in regards to delivery issues
- Assist with any other Administration duties when needed
- Own the credit/return/refund process
- Proactively raise any risks or issues that may impact trading

The hours and shifts for this role are **Wednesday to Sunday OR Sunday to Thursday 12pm - 8pm.
**About You | Mōu
To succeed in this role you will need to be customer focussed, have excellent problem solving abilities, and be a positive team player who thrives in a fast paced environment. Additionally, if you are adaptable to change, innovative and resilient you will hit the ground running.

If you’re the sort of individual who strives to always do the right thing for customers, team, our communities, and our business then we ought to connect.

To be successful in this position, you will ideally:

- Have experience in a customer service environment, call centre experience would be advantageous
- Be computer literate and have sound computer skills
- Demonstrated problem solving abilities
- Strong written and verbal communication skills
- Have the ability to build rapport with key stakeholders

**Working with Countdown | Te Mahi ki Countdown
Our purpose is to make Kiwis' lives a little better every day.

We’re friendly, down-to-earth, and energetic - we work hard but we have a great time doing it, and we love what we do. There is plenty of scope for new ideas, lots of room for you to add value, and importantly, you’ll be working with a business that touches the lives of three million New Zealanders a week.

**Come as you are | Haere mai rā
We’re an equal opportunity employer and are committed to the principle of equal opportunity for all.

**If you’re smart and good at what you do, come as you are.