Smart Tech Customer Support Specialist

ASSA ABLOY Entrance Systems AB; Auckland; On-site; NZD 42,000 - 64,000; Full time

Job summary

ASSA ABLOY Entrance Systems AB in Auckland is seeking a Customer Specialist to join the Customer Hub team. You will be the first point of contact across voice, email and chat, providing expert guidance on digital and mechanical products and guiding customers through troubleshooting steps.

You will collaborate with sales, finance, warehouse and manufacturing to resolve issues, process enquiries and purchase orders accurately, and contribute to improving customer satisfaction and loyalty.

Qualifications

• Experience using CRM platforms, customer service systems or ticketing tools.
• Strong written and verbal communication skills (preferably within a contact centre).
• Ability to troubleshoot and resolve customer issues effectively.
• Experience working across multiple channels including phone, email and chat.

Responsibilities

• Deliver seamless support across voice, email and chat channels.
• Resolve Tier 1 issues relating to digital and smart products, including connectivity, app functionality and login enquiries.
• Collaborate with internal teams to resolve customer issues and improve outcomes.
• Document customer interactions and track cases through to resolution.
• Driving first-contact resolution and high levels of customer satisfaction.

Skills

CRM platforms

Customer service

Multi-channel support

Problem-solving

Communication

Tools

Microsoft Excel

Job description

ASSA ABLOY Entrance Systems AB in Auckland is seeking a Customer Specialist to join the Customer Hub team. You will be the first point of contact across voice, email and chat, providing expert guidance on digital and mechanical products and guiding customers through troubleshooting steps.

You will collaborate with sales, finance, warehouse and manufacturing to resolve issues, process enquiries and purchase orders accurately, and contribute to improving customer satisfaction and loyalty.