Customer Care Manager

2 days ago

Manukau, Auckland, New Zealand Snap Rentals Full time
  • Work-life balance Know your roster in advance
  • Enjoy a monthly wellbeing allowance
  • Free parking close by - no added expenses

Your responsibilities

  • Lead all customer care escalations from Reservations and Branch teams, gathering the right info to assess what happened and provide fair, fast resolutions.
  • Own the centralised customer care system, ensuring timely, consistent responses that reduce workload for Branch Managers and improve customer outcomes.
  • Spot patterns and prevent repeat issues by working with the Customer & Sales Excellence Manager on insights, training, and continuous improvement.
  • Ensure all decisions align with best practice, T&Cs, brand standards, and strategy - collaborating with senior leaders when needed.
  • Manage escalated refunds and support Tribunal prep, while enabling approved in-branch refund solutions that de-escalate issues on the spot.

Our benefits

We have partnered with Givenwell, giving every team member a monthly wellbeing allowance to spend on whatever supports their personal wellbeing - starting from day one.

We also offer support through OCP, a confidential professional service providing four free sessions per circumstance for anything on your mind.

At the heart of it all: we genuinely care. You're never just a number here - we value the people who make Snap Rentals simply the best.

About you

You're a natural problem-solver who thrives under pressure and knows how to turn tough customer situations into positive outcomes.

You're confident making fair, fast decisions, backed by solid judgment and an eye for detail. You love spotting patterns, improving processes, and keeping things consistent - no matter who the customer is or where the issue comes from.

Collaboration comes easily to you, and you can work with leaders and teams across the business to get things right. Most importantly, you're calm, customer-focused, and not afraid to take ownership of escalations, refunds, and tricky situations while keeping our brand standards front and centre.

Note

We will be closing applications from the 19th of December.

  • Customer Care Manager

    2 weeks ago

    Manukau, Auckland, New Zealand CMA CGM Full time US$90,000 - US$180,000 per year

    ID: 570518Location:Auckland, NZCustomer Care Manager (NZ)Kia ora, Talofa, and Jump AboardWe are CMA CGM, the business that moves in excess of 22 million containers of cargo every year from over 400 different seaports. Backed by a diverse portfolio of brands and subsidiaries, the CMA CGM Group is the third largest container shipping Group in the world, making...

  • Customer Care and Office Coordinator

    1 week ago

    Manukau, Auckland, New Zealand North Power NZ Full time

    We're looking for a proactive and friendly Customer Care and Office Coordinator to manage customer complaints/enquiries and support our Major Projects teams. Based at our Auckland (East Tamaki) depot, you'll be the go-to person for online customer enquiries and complaints coordination, facility maintenance support, front reception and general administrative...

  • Customer Care Team Leader

    2 days ago

    Manukau, Auckland, New Zealand Super Retail Group Full time

    Work options: Hybrid2 days at home, 3 days in office. Wednesday is the Customer Care Centre anchor day which requires in office attendance.Be apart of a brand new team - in our brand new Auckland locationSuper Retail Group is the proud owner of four iconic brands: Supercheap Auto, rebel, BCF and Macpac, and is one of Australia and New Zealand's largest...

  • Service Manager

    1 week ago

    Manukau, Auckland, New Zealand Spectrum Care Full time

    Spectrum Care provides support for children, young people and adults with disabilities, and their whanau. We believe in lives of choice, inclusive communities and daring to dream. Our vision is 'Every person with a disability deserves a life of choice, freedom and independence'.The Service Manager is responsible for the management and oversight of supported...

  • Customer Excellence Manager

    2 weeks ago

    Manukau, Auckland, New Zealand Cardinal Logistics Full time NZ$60,000 - NZ$90,000 per year

    Introduction Make every customer interaction count and help drive service excellenceAbout UsCardinal is a leading partner to many of New Zealand's well-known companies in food, beverage, grocery and personal healthcare.  We offer an end-to-end logistics solution to our customers, which offers the opportunity for our team members to develop, upskill and...

  • Customer Way Manager

    2 weeks ago

    Manukau, Auckland, New Zealand New Zealand Trade and Enterprise Full time US$1,000,000 - US$1,500,000 per year

    This role is based in Auckland.Who we are:Te Taurapa Tūhono | New Zealand Trade and Enterprise (NZTE) purpose is simple – to grow companies internationally, bigger, better and faster, for the good of New Zealand.The Customer Way is NZTE's operating model, ensuring an aligned approach to delivering value to customers. As we look to the future, the Customer...

  • Customer Solutions Manager

    2 weeks ago

    Manukau, Auckland, New Zealand Hays | Sales Full time NZ$80,000 - NZ$120,000 per year

    Viscount | East Auckland, New ZealandCustomer Solutions ManagerNewly created opportunity | Auckland based | National coverageJoin a business where values and missions are at the forefrontIdeally looking to start fresh in the New YearViscount has a vision of a world without single use.  Its mission is to make circulatory simple, believing that what they do...

  • Customer Marketing Manager

    1 week ago

    Manukau, Auckland, New Zealand ANZ Full time

    Req ID: 106010Department: Customer MarketingDivision: New ZealandLocation: Auckland or WellingtonKo Mātou – About UsKia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of...

  • Customer Engagement Marketing Manager

    1 week ago

    Manukau, Auckland, New Zealand BNZ Full time

    Worker Type:Maximum Term/Fixed Term (Fixed Term)Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions though our promise "If you can imagine a better future, let's find a way."We support wellbeing, flexible working and have a generous leave offering. No two days are the same.This...

  • Senior Customer Success Manager

    2 weeks ago

    Manukau, Auckland, New Zealand Genesys Full time US$80,000 - US$140,000 per year

    locationsAuckland (Flexible)time typeFull timeposted onPosted Todayjob requisition idJR109322Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by...