Member Services Representative

1 week ago

Newmarket, New Zealand Onceit Full time

We are looking for a dedicated individual with a strong customer service background, particularly someone adept at managing high volumes of customer inquiries efficiently and effectively. Beyond technical proficiency in handling support tickets, we seek a candidate with a deep understanding of customer care and engagement principles, eager to foster strong relationships and maintain high levels of customer satisfaction.

We are particularly interested in candidates who possess supervisor or leadership experience, or who demonstrate the potential and ambition to grow into such a role within our team.

If you are passionate about delivering outstanding customer service and wish to contribute to a thriving e-commerce environment, we encourage you to apply. We believe this is a fantastic opportunity for someone looking to make a significant impact within a growing company.

This position is based in our office in Newmarket, Auckland, working hours would be between 8.30am to 5.00pm Mon-Fri.

How you will help us:

  • Provide an excellent experience for our customers by going the extra mile – 80% of our enquiries are via email, 20% via phone call. There is no face to face contact with customers.
  • Provide solutions to problems quickly and efficiently.
  • Craft email responses to leave our customers happy and satisfied.
  • Work closely with the other customer service team members to support and motivate each other.  Our customer service team is a small team.
  • Liaise with other Onceit teams to gather information and create solutions to product issues e.g. our buyers, logistics, warehouse teams.

We need someone with:

  • A caring and empathetic nature, a people person.
  • Excellent people and social skills.
  • Very confident telephone manner.
  • Ability to use the Mac or PC platform at a high level.
  • Fast paced worker (at the computer) and thinker to achieve daily KPIs.
  • Must be a confident typist and have excellent written grammar.
  • Ability to multi-task while providing up-to-date responses to all customers enquiries in 'real-time'.
  • Excellent command of the English language.
  • Positive attitude.
  • Creative problem solving ability.
  • Ability to gain customer trust and gratitude.
  • Ability to work closely with Onceit web developers, operations, suppliers and dispatch teams to drive solutions.
  • Strength to work efficiently under pressure and maintain composure, this team has busy times and daily challenges.
  • Knowledge of  Zendesk desirable but not essential

Perks + culture

  • A fun, supportive crew who celebrate wins together.
  • Fast-paced, innovative environment where you'll grow.
  • Epic staff buying perks (your wardrobe/home will thank you).
  • Espresso coffee, breakfast treats + dog-friendly office.
  • Social events + a senior team who've got your back.

About Onceit

We're NZ's own online style destination — bringing fashion, homeware, furniture, kids, accessories & beauty from top local and international brands straight to savvy shoppers via our site + app.

To apply please provide your recent CV and a covering letter to tell us why you would be great for this role.

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