Customer Care Senior Specialist- NLG
Company Description
Our purpose is simple, helping Kiwi’s live better every day.
The Warehouse Group (TWG) has grown to be New Zealand’s largest retailer and not to mention a Kiwi classic brand! Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think Customer), Mahi I ngā mahi pai (Own it) and Kia haepapa (Do Good). With these core values, we continue to shift our business radically day in and day out, working towards our vision to make sustainable living easy and affordable for everyone!
We are looking for someone to step up in our Noel Leeming (NLG) Customer Care team and walk the talk of providing excellent customer service to our customers and supporting our team in doing so!
Job Description
Reporting to the Site Operations Lead – NLG, you will play a key role in delivering effortless customer experiences while providing frontline support and guidance to NLG Customer Care Specialists. As a Senior Customer Care Specialist, you will act as a subject matter expert, assisting with escalations, coaching, and helping to uplift overall team performance.
As a Senior Customer Care your key responsibilities will be:
Key Responsibilities
- Customer Experience & Case Management
- Own customer enquiries across all channels, ensuring timely, accurate, and empathetic resolutions.
- Manage follow-ups and case progress efficiently to reduce repeat contact and drive first-contact resolution.
- Team Support & Subject Matter Expertise
- Be a go-to support for customer care specialists, handling escalations, floor-walking, and real-time queue monitoring.
- Provide on-the-job coaching and reinforce process knowledge and service standards.
- Partner with team leads to spot capability gaps and support continuous improvement.
- Support onboarding and refresher training by sharing expertise and modelling expected behaviours.
- Conduct quality evaluations & CSAT reviews to provide constructive feedback to lift interaction standards.
- Stay up to date with changes in policy, systems, and product knowledge.
- Lead by example with a positive, people-first mindset.
- Contribute to a respectful, inclusive team environment where everyone feels supported and valued.
Qualifications
The ideal candidate will have:
- Vast experience in a customer services environment with a proven track record of offering exceptional customer service.
- Excellent written and verbal communication skills.
- An outstanding phone manner – being able to express ideas, thoughts and concept clearly, using correct and appropriate language, organisation and structure.
- Experience with Salesforce, CRM, and the full MS Office suite is an added benefit.
- Great attention to detail and accuracy of work.
- The ability to work with a sense of urgency and thrive working under pressure.
- Have the ability to work with a diverse array of people and build successful working relationships with both internal and external customers.
- Have an outstanding track record of reliability.
- you will be a role model for your colleagues and really live an breathe think customer and think team!
- An ability to demonstrate flexibility and adaptability – thinking outside the box.
As this role is all about teamwork and working to KPIs and tight timeframes, we are after someone that can be relied on to have great punctuality and who has a proven attendance record.
Additional Information
This is a great opportunity for someone who is wanting to learn and grow in a leadership position and get exposure to the people leading the world. This will offer loads of development and insight about the Warehouse Group business with some good fun and laughs along the way.
If this sounds like you, apply now !
