Senior Support Specialist — Escalations & Solutions

OfficeMax; Howick; On-site; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Free parking onsite

Job summary

OfficeMax is seeking a Senior Customer Support Representative to backstop our customers across the motu. You will act as an escalation point for specialist inquiries, investigate issues, coordinate with internal teams, and guide cases to optimal resolutions for deliveries, stock, and service queries.

You’ll engage with customers via phone and email, maintaining detailed Salesforce records. Ideal candidates will have 2+ years in customer support, strong problem-solving abilities, and excellent

Qualifications

• 2+ years' experience in a customer support role preferred.
• Commitment to customer satisfaction.
• Empathetic and adaptable interpersonal skills.
• Good oral and written communication skills.
• Demonstrated problem solving ability.
• Understanding of processes and systems.
• Solid knowledge of Microsoft Office Suite (Word, Excel).
• 2+ years' experience with Salesforce.

Responsibilities

• Provide frontline support and escalation for complex customer issues.
• Assist with internal helpdesk and specialist processes for orders, live chat, and delivery coordination.
• Take escalations and coordinate with internal teams to resolve issues.
• Ensure orders and add-ons comply with quality guidelines.
• Offer alternative products when stock is unavailable.
• Liaise with third parties to meet customer requirements.
• Maintain high-quality customer experience and accurate CRM data.
• Collaborate with buyers, warehouse leads and suppliers on delivery challenges.

Skills

Customer service

Communication

Problem solving

Interpersonal skills

Processes & systems

Tools

Salesforce

Microsoft Office

Excel

Job description

OfficeMax is seeking a Senior Customer Support Representative to backstop our customers across the motu. You will act as an escalation point for specialist inquiries, investigate issues, coordinate with internal teams, and guide cases to optimal resolutions for deliveries, stock, and service queries.

You’ll engage with customers via phone and email, maintaining detailed Salesforce records. Ideal candidates will have 2+ years in customer support, strong problem-solving abilities, and excellent