Customer Support Representative

OfficeMax New Zealand; Auckland; On-site; NZD 48,000 - 60,000; Full time

Benefits offered by this job

Free continental breakfasts

Parking onsite

Great team culture

Job summary

OfficeMax New Zealand is seeking a Customer Service Representative at Highbrook, Auckland, to handle inbound customer queries and resolve issues using Salesforce and Amazon Connect. You will also process orders and provide product options when items are unavailable, contributing to a positive customer experience.

You will join a supportive team focused on adding value in every interaction, with experience in call centres or retail preferred, and a calm, friendly communication style essential for

Qualifications

• Previous call centre and/or customer services experience in a similar role or retail environment preferable.
• Commitment to customer satisfaction.
• Empathetic and adaptable interpersonal skills.
• Good oral and written communication skills.
• Demonstrated problem solving ability.
• Attention to detail.
• Working knowledge of Microsoft Office Suite, Word, Excel.
• Previous experience with Salesforce, Pronto and Amazon Connect would be helpful.

Responsibilities

• First point of contact for inbound customer service support, including issues resolution, add-on, up selling and order placement.
• Ensure all customer order processing is in line with OfficeMax Customer Support quality guidelines.
• Provide customers with alternative product options should the existing stock item no longer be available.
• Collaborate with internal and external stakeholders to ensure timely resolution of customer/order issues and drive performance and customer satisfaction outcomes.
• Advise of, or escalation issues with customer satisfaction to the Customer Support Team Lead so these can be resolved.
• Complete customer support administrative tasks including keying orders, written communications with customers.
• Ensure customer information and activity is up to date and updated in Salesforce CRM.

Skills

Customer service experience

Call centre experience

Empathy

Written communication

Verbal communication

Problem solving

Tools

Salesforce

Amazon Connect

Pronto

Job description

If you enjoy an inbound phone based role and take pride in the support you give to customers – then this role could be the right fit for you!

• Support our customers across the motu & take pride in your customer service
• Do you have experience using corporate phone systems and Salesforce CRM?
• Highbrook location, 5 minutes off a motorway access with free parking onsite

The Role - Customer Service Representative

Reporting to one of our Team Leads, you'll be part of a supportive team that helps our customers every day. No two days are the same. From answering customer queries and solving problems to identifying opportunities to add value, you'll play an important role in creating positive customer experiences with every interaction.

To thrive in this role, you'll be someone who enjoys helping others and finding solutions. You'll bring a calm, friendly communication style and feel comfortable connecting with a wide range of customers over the phone and via email. You'll also use tools such as Salesforce and Amazon Connect to keep customer information up to date and ensure every interaction is well supported.

At the end of each day, you'll know you've made a real difference by helping customers find the support and solutions they need.

Your Key Responsibilities Are

Enabling Excellent Customer Service

• First point of contact for inbound customer service support, including issues resolution, add-on, up selling and order placement
• Ensure all customer order processing is in line with OfficeMax Customer Support quality guidelines
• Provide customers with alternative product options should the existing stock item no longer be available
• Collaborate with internal and external stakeholders to ensure timely resolution of customer/order issues and drive performance and customer satisfaction outcomes
• Advise of, or escalation issues with customer satisfaction to the Customer Support Team Lead so these can be resolved
• Complete customer support administrative tasks including keying orders, written communications with customers
• Ensure customer information and activity is up to date and updated in Salesforce CRM

What You Will Bring

• Previous call centre and/or customer services experience in a similar role or retail environment preferable
• Commitment to customer satisfaction
• Empathetic and adaptable interpersonal skills
• Good oral and written communication skills
• Demonstrated problem solving ability
• Attention to detail
• Working knowledge of Microsoft Office Suite, Word, Excel
• Previous experience with Salesforce, Pronto and Amazon Connect would be helpful

People and Culture

• Develop your skills with a personalized development plan
• Free continental breakfasts and parking onsite
• Great people! A business you can be proud to work for!

Our brand is deceiving. When you think about OfficeMax, you often think stationery products. And sure, that is part of what we sell – but we offer much more than that with thousands of products to help workplaces, work better. Supporting over 30,000 businesses across Aotearoa – in all sectors and industries around the motu.

OfficeMax has a focus on growth and partnership – for our people, our solutions, and our customers. Our aim is to support the development of your capabilities by providing learning opportunities that allow you to take accountability for your career direction.

By joining OfficeMax, you are choosing a business that prioritises diversity of culture and thought. You will bring your growth mind-set, a lens of curiosity and enjoy the challenge of constant evolution. No one day is the same! - haere mai, come join us!