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As part of our Awesome Frontline, you will act as the single point of contact for our customers' service, sales, and support needs – taking every opportunity to delight and act with an ownership mentality through to end resolution. It is all about world-class service through any touchpoint.
Please note this is a full-time role (40 hours per week - Mon - Sun availability required working a roster) for our Wellington Lowerhutt - Queensgate Store. Our store's trading hours are Monday to Sunday 9:00am to 5:30pm with Thursday late-night shift until 9pm. Therefore, flexibility regarding shift work is a requirement.
Ko to mahi – what you'll do You will be responsible for ensuring that One NZ customers' needs are met from offering advice through to the provision of suitable solutions engaging in active listening, management, and care.
In this role you will also:
Deliver a high standard of customer experience resolving sales/service/technical issues in a timely manner.
Actively diagnose, troubleshoot, and where required, engage with appropriate experts within the team for additional support.
Actively contribute to knowledge sharing and learning across the team to resolve more customer enquiries in the first point of contact with our customers.
Ensure new sales and service orders for accuracy, and that customer expectations are aligned (i.e., service activation or change, or customer billing).
Respond to all customer interactions via a variety of channels and identify appropriate solutions.
Na tou rourou - what you'll bring Our ideal candidate is customer-obsessed in mindset with excellent communication skills. You're a logical thinker, flexible in attitude, and who is curious and driven to help customers as the core of what you do.
Previous experience in a customer service environment and technical understanding/knowledge of products and services.
Motivation to achieve/exceed KPIs and targets.
Comfortable working rotational shifts including evenings and weekends.
Confidence in managing multiple customers & cases from simple to complex.
Motivation to stay current with technology & pursue informal learning (on the job, via colleagues) to deepen your knowledge.
At One New Zealand, our purpose is to help create a better-connected Aotearoa. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders.
We are delighted to announce that we have been awarded a #2 ranking in Randstad's Most Attractive Employers in New Zealand within the IT and telecommunications sectors as well as being nominated as finalists for the 2023 Retail Employer of the Year Award.
We are also proudly Rainbow Tick certified and champion diversity of thought, perspective, and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whanau.
We stand to uplift, to support and to elevate others.
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