Customer Care Manager

Love solving problems and making customers' day? This one's for you.

About us

Bargain Chemist is a 100% Kiwi-owned, pharmacist-led discount pharmacy chain. We're on a mission to be New Zealand's cheapest chemist, with free prescriptions, great service and a big range, in store, online and through our app. Our promise is simple: Saving New Zealanders every day.

About the role

As our Customer Care Manager, you'll be the voice of Bargain Chemist for every customer who calls, emails or messages us. Based at our Northwood Dark Store, this hands-on, solo role owns every enquiry from first contact to resolution, and you'll have real scope to shape how we do customer care.

You'll:

• Answer customer calls, emails and social media messages within agreed response times
• Resolve enquiries on orders, deliveries, returns, refunds, pricing and promotions
• Manage tickets in Freshdesk and keep every enquiry owned, tracked and closed
• Work daily with our online fulfilment stores to fix order issues fast
• Apply clear, consistent goodwill and escalation processes
• Route enquiries to the right team, from pharmacists to Support Office
• Spot trends and share insights that improve the customer experience

About you

• 3+ years in customer service or customer care, ideally in retail, ecommerce or pharmacy
• Warm, clear and professional communicator, on the phone and in writing
• Calm and solutions-focused, even with tricky conversations
• Highly organised and confident juggling multiple channels
• Experience with Freshdesk or similar ticketing systems (Shopify a plus)
• A self-starter who loves owning problems to the finish

What's in it for you

• A permanent role with 30 hours per week
• The chance to shape customer care for a growing Kiwi brand
• A supportive team that's passionate about saving New Zealanders every day

How to apply

If this sounds like you, hit Apply and send us your CV and a short cover letter telling us why you'd be great at making our customers' day.