Customer Success Consultant

ADT Security; Auckland; On-site; NZD 70,000 - 90,000; Full time

Job summary

ADT Security is seeking a Customer Success Consultant in Auckland to deliver end-to-end support for ADT customers. You will handle calls, email, and chat, troubleshoot basic security-related issues, schedule field technician visits in Salesforce, and ensure accurate case logging and handovers to other teams.

The role emphasizes a customer-first mindset, excellent communication, and Salesforce proficiency, with five or more years in similar roles within the security industry.

Qualifications

• Bachelor’s degree in a relevant subject
• Significant experience in the same position or within the security industry for five+ years
• Salesforce proficiency and ability to navigate cases, tasks and dashboards
• Strong communication and a customer-first mindset

Responsibilities

• Provide prompt, accurate, and friendly assistance to customers by phone, email, or chat
• Answer inbound customer and technician calls with professionalism and provide fast, accurate help for general enquiries, faults and service requests
• Deliver warm transfers and handovers to specialists or other teams with full context for a seamless customer experience
• Minimise enquiries needing higher-level support through effective first-contact resolution
• Troubleshoot basic technical issues and resolve where possible on first contact
• Book and schedule field technician visits in Salesforce, confirm parts availability and ensure correct ETA
• Accurately record case notes, call outcomes and job details in Salesforce to support billing, auditing and handovers
• Use Salesforce Cases as the single source of truth for all customer communications
• Develop rapport with customers, technicians, and internal stakeholders to foster trust and loyalty
• Comply with ADT Zero Harm Vision and integrated Management System

Skills

Customer-first mindset

Excellent communication

Salesforce proficiency

Organised & detail-oriented

Team player

Adaptable & self-motivated

Time management

Technical aptitude

Education

Bachelor’s degree in relevant subject (Business Administration, Computer Science or similar)

Tools

Salesforce

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.

As a Customer Success Consultant, your primary role is to deliver outstanding service to ADT customers. The role will deliver end-to-end customer support across calls, technical troubleshooting, job booking and billing - operating as a single team with Monitoring to deliver a seamless customer experience. Ultimately, you will help drive customer satisfaction, revenue growth and retention.

Key responsibilities

Provide prompt, accurate, and friendly assistance to customers by phone, email, or chat

Answer inbound customer and technician calls with professionalism - provide fast, accurate help for general enquiries, faults and service requests

Deliver warm transfers and handovers to specialists or other teams/departments with full context so the customer experience is seamless

Minimise enquiries needing higher-level support through effective first-contact resolution

Troubleshoot basic technical issues (alarm panels, keypad/user access) and resolve where possible on first contact

Book and schedule field technician visits in SalesForce, confirm parts availability and ensure appointments include travel allowance and correct ETA

Accurately record case notes, call outcomes and job details in Salesforce to support billing, auditing and handovers

Use SalesForce Cases as the single source of truth for all customer communications

Develop rapport with customers, technicians, and internal stakeholders to foster trust and loyalty

Comply with ADT Zero Harm Vision and integrated Management System

About you

Customer-First Mindset - Passionate about delivering exceptional service with empathy, patience, and a solutions-focused attitude

Excellent Communication - Strong verbal and written skills; able to de-escalate frustrated customers and explain technical information simply

SalesForce Proficiency - Comfortable navigating Cases, tasks and dashboards; able to learn new SalesForce features quickly

Organised & Detail-Oriented - Able to keep multiple job schedules, case updates and follow-ups in a fast-paced environment

Team Player - Works collaboratively, shares knowledge freely and supports peers to meet collective goals

Adaptable & Self-Motivated - Able to juggle inbound calls, outbound follow-ups, and ad-hoc administrative tasks without constant supervision

Time Management - Skilled at prioritising tasks to meet KPIs while taking scheduled breaks

Technical Aptitude - Basic understanding of security systems and installation processes; comfortable learning new technical procedures

Bachelor's degree in relevant subject i.e. Business Administration, Computer Science or similar

Significant experience in the same position or within the security industry for five + years

About us

At ADT we strive to be Australasia's leading security and safety monitoring partner. Through living our values of Transparency, Inclusiveness and Excellence, we have a responsibility to ensure that all of New Zealand recognises ADT as the leader in the security industry.