本帖最后由 花花儿 于 2026-3-11 12:39 编辑
This is a full-time on-site role for a Customer Service Consultant based in Auckland, New Zealand. The Customer Service Consultant will be responsible for handling customer orders, inquiries, providing support after sales, improving customer experiences, and maintaining high levels of customer service both online and on site. Day-to-day tasks include responding to customer queries, resolving issues promptly, and gathering customer feedback for service improvement.
Key Responsibilities
1. Pre-Sale & Order Management
• Order Processing: Monitor and process new orders on an hourly basis.
• Inquiry Handling: Answer phone calls promptly and respond to pre-sale emails within a 4-working-hour window.
• Order Placement: Accurately place orders for small items and mattresses in a timely manner.
2. After-Sales & Logistics Support
• Resolution Management: Respond to return and exchange requests within 8 working hours, collaborating with relevant departments to ensure standard procedures are followed.
• Logistics & Claims: Manage and follow up on logistics damage claims within specified timelines and provide customers with regular "rolling updates" on pending cases or ETAs.
• Quality Control: Compile monthly reports regarding product-related after-sales issues for supplier review.
• Risk Management: Maintain an updated "blacklist" of high-risk or problematic customers.
3. Showroom Operations & Sales
• Customer Engagement: Proactively greet showroom visitors, provide expert knowledge on timber and craftsmanship, and guide them through the purchase and delivery process.
• Visual Merchandising: Maintain the showroom’s cleanliness, arrange product displays, and perform regular stock checks.
• Stock Coordination: Verify quantities for incoming stock deliveries and obtain necessary signatures.
• Facility Security: Manage showroom alarms and ensure the system is activated upon closing.
4. Documentation & Performance Targets
• Reviews & Feedback: Actively encourage customers to leave Google Reviews post-purchase. Meet monthly targets (e.g., 40 for Wairau, 15 for Mt Wellington) and complete 6 product reviews per week.
• Financial Accuracy: Ensure error-free cash/card management and verify that all invoices reflect the correct products and payment amounts.
• Reporting: Submit accurate Daily Sales Reports (DSR) to the responsible departments and provide review lists to the CS Manager.
Skills: - Strong Interpersonal Skills for effective communication with customers
- Proven Customer Satisfaction and Customer Experience management abilities
- Experience in Customer Support and Customer Service roles
- Excellent problem-solving skills and attention to detail
- Ability to work well in a team and independently
- Prior experience in retail or furniture industries is a plus
- Relevant qualifications in Customer Service or related fields
- Capable of working in a fast pace environment
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发表于 2026-2-28 09:20:53
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