Inbound Customer Support Specialist

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

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