Centralised Monitoring and Support Agent

7 days ago

Newmarket, Auckland, New Zealand National Storage Full time NZ$50,000 - NZ$80,000 per year

About the Role:

We are looking for a customer-focused, sales-driven, conscientious individual to join our team as a Centralised Monitoring and Support Agent (CMS Agent) at our Auckland office in Newmarket. Reporting directly to the NZ Contact Centre Manager, you will play a critical role in safeguarding our storage centres and ensuring the security and peace of mind of our customers.

In this role, you will be the first line of defence, quickly identifying and responding to security issues while collaborating with customers, on-site teams, and external security providers. Your proactive approach and attention to detail will be essential in maintaining a secure environment for both customers and staff.

Additionally, you will handle sales and service calls during peak times, ensuring exceptional service and security.

Shift Hours:

  • Friday to Tuesday: 12am midnight - 8:30am (RDO Wednesday, Thursday)

Training Hours:

  • Training week 1: Mon-Fri 9.00am to 5.30pm (Weekend off)
  • Training week 2: Mon-Fri 7.00pm to 3:30am (Weekend off)
  • Week 3: Fixed roster begins

Key Responsibilities Include:

  • Respond to customer and centre inquiries across phone, email, and webchat in a professional and timely manner.
  • Identify and address potential security concerns using internal and external resources.
  • Maintain accurate logs and customer records in line with company policies and procedures.
  • Provide high-quality customer service, delivering general information and advice while meeting customer needs.
  • Manage customer escalations and complaints, ensuring proper direction or escalation to relevant departments, and achieve sales targets and call quality standards.

About You:

  • Strong Customer Service/ Sales/ Contact Centre background with experience.
  • Building relationships comes naturally to you and is matched with a passion and interest for helping people, identifying issues and taking ownership.
  • You have excellent written and verbal communication skills with the ability to be empathetic and professional.
  • You thrive when working in a team environment but can also work autonomously.
  • You have a motivated and proactive approach to your role and are a team player
  • Have strong communication skills and computer literacy.
  • Ability to multitask across multiple computer applications.

About Us:

It's an exciting time for us at National Storage as we continue to expand and solidify ourselves as the market leader within Australia and New Zealand for all things storage.

Established in 2000, National Storage is one of Australasia's largest self-storage providers, tailoring self-storage solutions in 270+ storage centres across Australia and New Zealand.

With a strong growth strategy in place, we aim to remotely monitor the security of our storage locations, respond to customer enquiries, and identify and respond to security escalations and events.

Benefits of Working with Us:

  • Permanent role with an industry leader and ASX 200 listed company
  • Structured training with a continued focus on development
  • Generous company paid parental leave
  • Discounts on a range of storage services including units and merchandise
  • Unique wine offers and discounts through our subsidiary company Wine Ark
  • 24-hour wellbeing support for you and your family through our Sonder partnership
  • Reimbursements for approved wellbeing services under our WellNS Wallet Program
  • Exclusive discounts on a range of leading retailers, hotels, restaurants and more
  • Ability to earn referral incentives

Please be aware that applicants may need to undergo pre-employment checks, including reference, medical, and, with consent, police background checks. Having a criminal record does not automatically disqualify you from applying; each application will be reviewed individually. Only candidates with the right to work will be considered for this position.

This role is being filled directly by National Storage, so agency submissions will only be considered if requested.

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