Senior Customer Support Specialist — Complex Escalations

OfficeMax New Zealand; New Zealand; Remote; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Personal development plan

Great people

Job summary

OfficeMax New Zealand in Auckland (Howick area) seeks a Senior Customer Support Representative to escalate specialist enquiries, investigate issues, coordinate with internal teams and resolve complex deliveries, product availability, and supply chain challenges. You will use Salesforce and Amazon Connect to keep records, engage with customers by phone and email, and mentor junior team members while maintaining outstanding service.

The role is based at our Highbrook location with parking.

Qualifications

• 2+ years’ experience in a Customer Support role.
• Commitment to customer satisfaction.
• Empathetic and adaptable interpersonal skills.
• Strong written and verbal communication.
• Demonstrated problem solving ability.
• Understanding of processes and systems.
• Solid knowledge of MS Word and Excel.
• 2+ years’ experience with Salesforce.

Responsibilities

• Provide help and support to Customer Support Representatives, acting as first point of help on internal helpdesk for calls, emails, live chat, orders and related queries.
• Provide DC services support via Helpdesk including inventory checks, returns and urgent/same-day orders.
• Handle customer escalations for team leaders and representatives with a focus on repeat business and retention.
• Ensure all orders comply with quality guidelines and offer alternatives when stock is unavailable.
• Coordinate with third parties to move goods to meet customer needs.
• Maintain high-quality customer experience and up-to-date customer records in Salesforce.
• Collaborate with buyers, warehouse leads and suppliers to resolve complex delivery issues.
• Develop and maintain product knowledge; serve as escalation for Level 1 queries.
• Act as SME for rest of the team on complex queries.

Skills

Customer service

Salesforce

Phone & email support

Problem solving

Communication

Process knowledge

MS Office

Team mentoring

Tools

Salesforce

Amazon Connect

Job description

OfficeMax New Zealand in Auckland (Howick area) seeks a Senior Customer Support Representative to escalate specialist enquiries, investigate issues, coordinate with internal teams and resolve complex deliveries, product availability, and supply chain challenges. You will use Salesforce and Amazon Connect to keep records, engage with customers by phone and email, and mentor junior team members while maintaining outstanding service.

The role is based at our Highbrook location with parking.