Customer Experience Advocate

NXP Limited; Howick; On-site; NZD 55,000 - 75,000; Full time

Job summary

NXP is seeking a customer-focused professional to join our Customer Experience (CX) team in New Zealand. You will be the face of NXP to customers, delivering excellent service in our call centre while being fast, accurate, and proactive in identifying opportunities to increase sales.

You will work across functions to advocate for an improved customer experience in a dynamic, fast-paced business. The role involves answering queries via chat, email and phone, troubleshooting order or delivery

Qualifications

• Excellent verbal and written communication skills.
• Ability to engage via phone, chat and email with customers from diverse backgrounds.
• Experience with SAP S/4HANA or Zoho is a plus.

Responsibilities

• Deliver excellent service in our call centre.
• Be fast and accurate in addressing customer needs.
• Pursue opportunities to save or increase sales via upsell or cross-sell.
• Liaise with sales teams on leads, issues and escalations.
• Advocate for an improved customer experience.

Skills

Call centre

Customer service

Verbal and written communication

Upselling

Multitasking

Tools

SAP S/4HANA

Zoho

Job description

Competitive salary plus monthly incentive

We are looking for a customer-focused superstar to join our Customer Experience (CX) team. They have an awesome team culture, a strong ongoing development program (often resulting in internal movements), and everyone is dedicated to providing excellent service to our customers.

The successful candidate will act as the face of NXP to our customers. This means:

Delivering excellent service in our call centre

Being fast and accurate

Maximising any opportunity to increase sales

Continuously advocating for an improved customer's experience.

Our CX team are the hub of our business – they get to know people from the Warehouse, Finance, Purchasing, Sales, IT, etc. This is an excellent role to help you get into a career in our dynamic, fast-paced business.

About the Role

Answering incoming customer queries via chat, emailand phone calls

Troubleshooting and resolving issues related to orders or deliveries

Seeking opportunities to pursue/save a sale, upsell and cross sell where appropriate

Liaising with our sales teams on leads, trending issues and/or escalations

About You

Outstanding verbal and written communication skills

The ability to engage via phone, chat, and email with customers from all sorts of backgrounds

Confidence in using technology and various computer systems

An aptitude for juggling multiple customer enquiries at the same time

Strong administration and organisational skills with exceptional attention to detail

Resilience and the desire to work in a fast-paced environment where no two enquiries are the same

Experience in using SAP (S4HANA) or Zoho would be an advantage

About Working with Us

NXP is a just-in-time distributor of business supplies to thousands of organisations across New Zealand. Our customers order through our industry-leading eCommerce platform, & our Customer Experience team plays a key role in supporting customers throughout their interaction with us. We support large New Zealand corporates, government agencies & small to medium businesses, and with more than 70 years' experience. We're proud to be a trusted name in business supplies.

Our Offer

At NXP, you'll be part of a supportive, down-to-earth team where your contribution is valued. We offer competitive rates, a great working environment and a range of benefits, including:

Opportunities to learn, develop & grow your career

Discounted Southern Cross insurance, flu vaccinations & free EAP services

Fun work events, birthday leave & the option to buy Lifestyle Leave

Staff discounts on all products

Recognition & celebration of long service

References, Ministry of Justice criminal checks, & pre-employment medical fitness, alcohol & drug assessments are all part of our recruitment process.

To apply for this vacancy, you MUST be a New Zealand citizen, resident, or have a current NZ working visa and be living in NZ at the time of application.

NXP is a just-in-time distributor of business supplies to thousands of organisations across New Zealand.

Our customers buy online from an industry-leading eCommerce platform and we pick and despatch their orders at speed. We supply to large New Zealand corporates and government agencies, as well as small businesses.

NXP started in 1995 as Corporate Express, then Staples, briefly Winc and since 2018 we've been NXP. We are owned by seven New Zealanders, all of whom are involved in the business.

We're 189 regular Kiwis at NXP - easy to deal with, practical, flexible and humble. We invite you to join up and be a part of our thriving and growing company.

NXP is a just-in-time distributor of business supplies to thousands of organisations across New Zealand.

Our customers buy online from an industry-leading eCommerce platform and we pick and despatch their orders at speed. We supply to large New Zealand corporates and government agencies, as well as small businesses.

NXP started in 1995 as Corporate Express, then Staples, briefly Winc and since 2018 we've been NXP. We are owned by seven New Zealanders, all of whom are involved in the business.

We're 189 regular Kiw