Customer Experience Specialist - Multi-Channel Tech Support

ASSA ABLOY Global Solutions

Auckland

On-site

NZD 52,000 - 68,000

Full time

4 days ago

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Job summary

ASSA ABLOY Global Solutions in Auckland is seeking a Customer Specialist to be the first point of contact across voice, email and chat channels, guiding customers through troubleshooting steps for digital and smart products. You will support customers with tailored guidance, process orders accurately and collaborate with teams to resolve issues, contributing to high satisfaction and lasting relationships.

This onsite role at Albany in Rosedale requires strong communication, problem solving and

Qualifications

Experience using CRM platforms, customer service systems or ticketing tools.
Strong customer service experience with excellent written and verbal communication skills.
Ability to troubleshoot and resolve customer issues effectively.
Strong problem-solving skills balancing customer needs and business outcomes.
Experience across phone, email and chat channels.
Strong multi-tasking with attention to detail.
Confidence using Microsoft Excel, Word and learning new systems.

Responsibilities

Deliver seamless support across voice, email and chat channels.
Resolve Tier 1 issues relating to digital and smart products, including connectivity and app functionality.
Provide tailored guidance and product solutions to customers.
Process customer enquiries and purchase orders accurately and efficiently.
Collaborate with internal teams to resolve customer issues and improve outcomes.
Identify customer pain points and share insights to support improvements.
Document customer interactions and track cases through to resolution.
Drive first-contact resolution and high levels of customer satisfaction.