Customer Engagement Specialist

About the Role

The role of a Customer Engagement Specialist with Cyclone is a crucial part of our daily operations. You will respond to customer inquiries, provide effective assistance, and most importantly, build and maintain long-term trusting relationships with our customers. Your support ensures that quote creations, orders and back orders are fulfilled and/or updates are communicated, playing a significant role in our success.

In this role, you will be engaged in a variety of tasks, from assisting end users, and organisations in choosing the right IT-based solution to quoting and placing orders for them directly and via web services. You will also perform sales support, service and warranty coordination, and administrative support as required, ensuring that no two days are the same and keeping you constantly challenged and engaged.

What You Will Do

As a Customer Engagement Specialist, you will not just be reactive to customer needs, but proactive in introducing IT solutions and Cyclone services to both existing and potential customers. You will assist Account Managers in the SMB, Tertiary and Government sectors to find quotes, and order correct IT solutions for their customers, empowering you to take the lead in customer success.  Your primary responsibilities will include:

• Provide the first contact with an incoming customer inquiry
• Carry out general quoting and customer support duties as required.
• Manage order follow up, checking and updating customers with ETA's and meeting required business objectives
• Help manage database for customers and keep updated.
• Carry out administrative duties in support of our customers.
• Provide outstanding customer experiences.
• Provide an efficient and effective sales process for customers.
• Communicate with all customers, appropriate information in a timely manner.
• Pro-actively position Cyclone products and services with new and existing customers.
• Manage order follow up, checking and updating etas within key customers.

Why You'll Love Working with Us

• Great Team Benefits: Competitive salary and benefits package including health insurance, a paid volunteer day per year, fun team events and social activities.
• Customer-Centric Culture: We're passionate about delivering exceptional support and building trusted partnerships with our customers.
• Diverse Client Base: You'll work with both education and commercial clients, allowing you to showcase your technical expertise and top-tier customer service skills.

What you will bring 

• Have had recent successful experience at customer service and or sales.
• You will have a genuine interest and the ability to understand basic desktop hardware specifications and IT peripherals information.
• Excellent communication skills, both verbal and written.
• A very high level of accuracy and attention to details.
• Proficiency when working with spreadsheets, email, web, and other communication media.
• Strong planning, organising and prioritising skills.
• Be approachable, widely respected and have excellent relationship building skills.
• Problem solving skills and instinct to take ownership when dealing with issues.

Why Join Us Here at Cyclone?

Cyclone is a New Zealand privately owned company with branch offices in Auckland, Wellington, Christchurch, Dunedin and Invercargill. We employ over 180 team members including ICT specialists, Engineers and Consultants.  Working at Cyclone includes the opportunity to thrive in: 

• Having training and development pathways with direct access to large multinationals such as Microsoft, HPE, Aruba, Fortinet, Apple, Google, and Dell
• Being part of a collaborative team, with tight customer and supplier relationships
• A workplace rich in diversity, inclusive of all thinking styles, and actively reflecting our core values

To apply

All applicants MUST be a New Zealand Citizen or Resident and be willing to undergo police vetting or any other checks relevant to the role.