Customer Experience Consultant

Michael Hill; New Zealand; Hybrid; NZD 32,000 - 42,000; Part time

Benefits offered by this job

Flexible working arrangements

Free onsite parking

Employee benefits platform

Job summary

Michael Hill is seeking a Customer Experience Consultant to join our Customer Experience team in New Zealand. This permanent part-time role (25 hours per week) supports customers via phone, email, live chat and social media, delivering personalised solutions and maintaining strong relationships.

You will own customer enquiries from start to finish with empathy and care, ensuring first-contact resolution where possible, while updating CRM records and collaborating with the wider team to improve

Qualifications

• 1–2 years in a customer-facing role (contact centre, customer service or retail).
• Strong problem-solving skills with a customer-first approach.
• Excellent written and verbal communication abilities.
• Organised and able to manage time across multiple tasks.

Responsibilities

• Handle customer enquiries from start to finish with empathy and professionalism.
• Provide support across phone, email, live chat and social media.
• Process orders, returns, payments, refunds and account updates.
• Resolve issues with first-contact resolution where possible.
• Escalate complex matters when needed.
• Maintain accurate CRM records and collaborate with the team to improve service.

Skills

Customer-first mindset

Problem-solving

Written communication

Verbal communication

Organisational skills

Time management

Cross-system navigation

Tools

CRM systems

Job description

Customer Experience Consultant

Permanent Part-Time |New Zealand Support Centre Auckland East and WFH Flexible Options | Free On-Site Parking

Do you love helping people and finding solutions that make a real difference?

We're looking for a Customer Experience Consultant to join our Customer Experience team, delivering exceptional support across phone, email, live chat, and social media. As the first point of contact for our customers, you'll play a key role in creating positive experiences, resolving enquiries, and building strong customer relationships.

About the role:

As a Customer Experience Consultant, you'll take ownership of customer enquiries from start to finish, ensuring every interaction is handled with empathy, professionalism, and care.

• Permanent part-time - 25 hours per week.
• Providing support across phone, email, live chat, and social media channels.
• Delivering personalised solutions and creating positive customer experiences.
• Resolving customer enquiries efficiently, aiming for first-contact resolution.
• Processing orders, returns, payments, refunds, and account updates.
• Managing customer complaints and service recovery opportunities.
• Escalating complex matters where required.
• Maintaining accurate records within CRM systems.
• Working collaboratively with the wider team to continuously improve service delivery.
• Staying up to date with products, promotions, policies, and procedures.

What you'll bring:

• 1-2 years' experience in a customer-facing role within a contact centre, customer service, or retail environment.
• A customer-first mindset with strong problem-solving skills.
• Full NZ working rights.
• Previous experience working with CRM systems.
• Excellent written and verbal communication skills.
• Strong organisation, prioritisation, and time management abilities.
• Confidence navigating multiple systems and digital platforms.
• A calm, resilient, and professional approach when managing customer enquiries or complaints.
• The ability to work collaboratively while taking ownership of individual customer outcomes.

Why Michael Hill?

• Flexible working arrangements.
• Free onsite parking at our head office.
• Supportive team environment that values work-life balance.
• Join a collaborative, customer-focused team where your ideas and contributions are valued.
• Work alongside experienced professionals who are passionate about delivering exceptional service.
• Build your career with a leading international retail business.
• Develop valuable customer experience, problem-solving, and relationship management skills.
• Access future opportunities across our Stores, Customer Experience, and Support Centre teams.
• Generous team member discounts across our jewellery collections.
• Access to our employee benefits platform offering discounts and cashback with leading retailers.
• Employee Assistance Program (EAP) for you and your family.

For over 45 years, Michael Hill has helped customers celebrate life's most meaningful moments. With stores across Australia, New Zealand, and Canada, we're proud of our heritage, passionate about our people, and excited about the future. If you're passionate about delivering exceptional customer experiences and want to be part of a supportive team with genuine growth opportunities, we'd love to hear from you.