Customer Service Specialist

MitoQ; Auckland; Hybrid; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Central city office

Collaborative team

Job summary

MitoQ, a global health and wellness company, is looking for an experienced Customer Service Specialist to join our Auckland team. You will support customers across email, chat, phone and social channels, resolve enquiries, and coordinate complex issues with cross-functional teams.

With at least 3 years in customer service, you will manage ecommerce operations including orders, returns and refunds, using platforms like Shopify, Gorgias and Recharge.

Qualifications

• At least 3 years in customer service, customer support or customer experience.
• Experience supporting ecommerce customer operations, including orders, returns and refunds.
• Experience handling customer enquiries across multiple channels.

Responsibilities

• Responding to customer enquiries across email, chat, phone and social media channels.
• Building positive customer relationships through prompt, accurate and professional service.
• Resolving customer issues and coordinating complex enquiries through to completion.
• Processing customer support programme applications, including money back guarantees and compassionate programmes.
• Supporting customer orders, returns, refunds and related account enquiries.
• Recording and escalating complaints, customer feedback and adverse events per processes.
• Working closely with internal teams to ensure timely resolutions.

Skills

Multichannel support

Excellent communication

Attention to detail

Case management

Prioritization

Tools

Shopify

Gorgias

Recharge

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

At MitoQ, we're passionate about helping people live healthier lives through cutting-edge cellular health science. With customers across New Zealand, Australia, the US, Europe and Asia, we're looking for an experienced Customer Service Specialist to join our team and help deliver an exceptional customer experience every day. This is a hands-on role where you'll support customers across multiple channels, resolve enquiries and issues, manage customer programmes and work closely with teams across the business to ensure customers receive timely, accurate and professional support.

What you'll be doing

Responding to customer enquiries across email, chat, phone and social media channels.

Building positive customer relationships through prompt, accurate and professional service.

Resolving customer issues and coordinating complex enquiries through to completion.

Processing customer support programme applications, including money back guarantee and compassionate programme requests.

Supporting customer orders, returns, refunds and related account enquiries.

Recording and escalating complaints, customer feedback and adverse events in line with company processes.

Working closely with internal teams to ensure customers receive accurate and timely resolutions.

About you

You'll bring:

At least 3 years' experience in a customer service, customer support or customer experience role.

Experience supporting ecommerce customer operations, including order processing, returns and refunds.

Experience handling customer enquiries across multiple channels.

Strong written and verbal communication skills.

Excellent attention to detail and strong case management skills.

Sound judgement and the ability to manage competing priorities in a busy environment.

Experience with ecommerce or customer service platforms such as Shopify, Gorgias, Recharge or similar systems would be highly regarded.

Comfortable using new technologies and digital tools, including AI-enhanced platforms, to work efficiently and deliver great customer outcomes.

What's in it for you?

Join a global health and wellness company with ambitious growth plans.

Be part of a collaborative, supportive, and passionate team where customer experience genuinely matters.

Enjoy a hybrid mix of office and home-based work, with a modern central city office environment.