Customer Experience Specialist | Multichannel Support

Hilti New Zealand; Christchurch; On-site; NZD 42,000 - 64,000; Full time

Benefits offered by this job

Career advancement

Competitive bonus

Overseas training experience (Malaysia

Life insurance

Private health insurance & EmployeeAss

Birthday leave

Volunteer leave

Wellness subsidy

Job summary

Hilti New Zealand is hiring a Customer Service Representative to be the primary contact for customers via phone, email and chat. You will resolve inquiries and complaints, coordinate with Account Managers, Logistics, and Marketing, and support sales activities through lead generation and appointments.

The role emphasizes accuracy, proactive problem solving and a passion for outstanding customer experiences while supporting field sales teams.

Qualifications

• Proficiency in English (verbal and written).
• Strong communication and listening skills.
• Ability to manage multiple requests with accuracy.

Responsibilities

• Handle inbound/outbound contacts via email, chat and phone efficiently and professionally.
• Own customer complaint handling and provide First Contact Resolution where possible; follow up tasks daily.
• Maintain accurate customer master data in SAP and update accounts and contacts.
• Promote use of other sales channels and coordinate leads and visits for sales teams.
• Provide timely, detailed communication to field-based staff and coordinate site visits as needed.
• Interface with Sales, After Market Service, Finance, Logistics and Marketing to ensure excellent customer service.

Skills

English proficiency

Excellent telephone manner

Interpersonal skills

Negotiation skills

Team orientation

Commitment to customer satisfaction

Customer service mindset

Tools

SAP

Job description

Hilti New Zealand is hiring a Customer Service Representative to be the primary contact for customers via phone, email and chat. You will resolve inquiries and complaints, coordinate with Account Managers, Logistics, and Marketing, and support sales activities through lead generation and appointments.

The role emphasizes accuracy, proactive problem solving and a passion for outstanding customer experiences while supporting field sales teams.