Smart Access Support Specialist

Assa Abloy Ab; Upper Harbour; Hybrid; NZD 50,000 - 70,000; Full time

Job summary

ASSA ABLOY is the global leader in access solutions, trusted in over 70 countries. This Customer Specialist role sits in our Customer Hub, based onsite at Albany in Auckland, delivering seamless support across voice, email and chat to guide customers through digital and smart access products.

You will resolve Tier 1 issues and collaborate with teams to improve outcomes and customer satisfaction. You will document interactions, ensure accurate processing of inquiries and orders, and contribute to

Qualifications

• Experience using CRM platforms, customer service systems or ticketing tools.
• Strong customer service experience in a contact centre environment.
• Ability to troubleshoot and resolve customer issues effectively.

Responsibilities

• Deliver seamless support across voice, email and chat channels.
• Resolve Tier 1 issues relating to digital and smart products.
• Guide customers with tailored product solutions and troubleshooting.
• Process customer inquiries and purchase orders accurately.
• Collaborate with internal teams to resolve issues and improve outcomes.
• Document interactions and track cases through to resolution.
• Drive first-contact resolution and high levels of customer satisfaction.

Skills

CRM platforms

Customer service

Multichannel support

Troubleshooting

Tools

Ticketing systems

Excel

Job description

ASSA ABLOY is the global leader in access solutions, trusted in over 70 countries. This Customer Specialist role sits in our Customer Hub, based onsite at Albany in Auckland, delivering seamless support across voice, email and chat to guide customers through digital and smart access products.

You will resolve Tier 1 issues and collaborate with teams to improve outcomes and customer satisfaction. You will document interactions, ensure accurate processing of inquiries and orders, and contribute to