Customer Care Senior Specialist- Nlg

Join to apply for the Customer Care Senior Specialist- NLG role at The Warehouse Group
2 days ago Be among the first 25 applicants
Join to apply for the Customer Care Senior Specialist- NLG role at The Warehouse Group
Company Description
Our purpose is simple, helping Kiwi's live better every day.
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 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 nga 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 exemplify 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.
Key responsibilities include:

Customer Experience & Case Management: Own customer inquiries 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, handle 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 identify capability gaps and support continuous improvement.
Training & Quality: Support onboarding and refresher training by sharing expertise and modeling expected behaviors.
Conduct quality evaluations & CSAT reviews to provide constructive feedback to lift interaction standards.
Stay updated with policy, system, and product knowledge changes.
Culture & Engagement: 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:

Extensive experience in a customer service environment with a proven track record of offering exceptional customer service.
Excellent written and verbal communication skills.
An outstanding phone manner, able to express ideas, thoughts, and concepts clearly, using appropriate language, organization, and structure.
Experience with Salesforce, CRM, and the full MS Office suite is an advantage.
Great attention to detail and accuracy of work.
The ability to work with urgency and thrive under pressure.
Ability to work with diverse people and build successful relationships with internal and external customers.
A proven record of reliability and punctuality.
Be a role model for colleagues, embodying the 'think customer' and 'think team' ethos.
Flexibility and adaptability, thinking outside the box.
This role emphasizes teamwork, KPIs, and tight timeframes, so reliability and attendance are crucial.
Additional Information
This position offers opportunities to learn and grow into leadership roles, providing exposure to leadership and business insights within The Warehouse Group, along with a fun and engaging environment.
If this sounds like you, apply now!
#J-18808-Ljbffr