Customer Experience Specialist (Jobs)

We're looking for a Customer Service Specialist to join us in providing an exceptional experience to our Trade Me Jobs customers. You'll be part of our Customer Experience team who play a key role in answering inbound customer queries via phone and email and proactively making outbound calls.   You'll own any issues from escalation through to resolution, identify ways to grow revenue and be an all round awesome Trade Me ambassador to our all customers.   You'll have the best time working at Trade Me, and this is why: #Wellness Being your best self means caring for your physical and mental wellbeing, we offer lots of resources to help you along the way, including  a home office set up and utilities allowance. #Leave We support you with leave when you need it, including 5 days of wellness leave each year and 10 days of sick leave from day 1. #Social Nothing beats getting together to have some fun and celebrate our success. Join us in the office on payday for company paid lunches,  monthly work drinks and annual Trade Me company awards, celebrations and more. #Learning Whether it's on the job, formal training, mentoring or something else, you'll grow with us from Day 1.   Here's what you can expect from this role:

• Provide exceptional service for all Trade Me Classifieds customers, including handling inbound and outbound calls and emails in a timely manner.
• Set up new accounts on various platforms.
• Develop excellent product understanding and ability to offer advice to customers on best practices as well as ownership of fault resolution.
• Support our sales team by upselling to our customers where appropriate, passing on warm leads and responding to support questions.
• Recognise and report potential errors or product improvements on the site or internal systems and help identify a path to resolution.
• Input relevant info into the CRM system.   What you will bring to our team:
• Our ideal candidate will have experience in a junior IT support, service desk or phone based customer service role where you have had to navigate multiple systems.
• A high level of computer skill.
• The ability to analyse, make suggestions and upsell.
• Knowledge and understanding of what makes a great customer experience.
• A high standard of written communication and interpersonal skills.
• Great time management, organisational and administrative ability.
• Resilience and the ability to have tough conversations when required.   We know some candidates can be reluctant to apply for roles if they feel they don't 'tick all the boxes'.
  If you're excited about this opportunity, we'd still really like to hear from you.   Trade Me is an INZ accredited employer. We truly value diversity and embrace a flexible workplace where people are encouraged to achieve their potential.