Customer Experience Representative

Everest People are proud to continue our partnership with Zempire, a New Zealand success story shaking up the outdoors, one tent at a time.

About the business

Based in Hamilton, Zempire is an award-winning global leader in premium camping equipment, with a growing presence across New Zealand, Australia, North America, the UK, and Europe. The business is recognised for innovative design, exceptional product quality, and a commitment to helping create unforgettable outdoor experiences.

From first-time campers to seasoned adventurers, customers choose Zempire because they trust the brand. That trust extends beyond the product itself and into every interaction, which is where this role comes in.

As the business continues to grow, they're looking for a Customer Experience Representative who enjoys helping people, solving problems, and delivering service that's every bit as premium as the products.

About the role

You'll be the first point of contact for customers, helping them navigate everything from product questions and order enquiries through to warranty claims and aftersales support.

No two days look the same. One moment you might be helping a customer choose the right product for their next adventure, the next you're working through a warranty claim or coordinating a solution with internal teams.

This is a role for someone who enjoys finding answers, taking ownership, and making things easy for customers.

What you'll be doing

• Responding to customer enquiries across phone, email, webchat, and Zendesk.
• Providing product advice and support to customers.
• Managing warranty claims and communicating outcomes.
• Supporting aftersales enquiries and coordinating resolutions.
• Managing enquiries and administration for the Pro Deal programme.
• Working closely with internal teams to ensure customers receive timely solutions.
• Contributing to a positive and welcoming office environment.

About you

You're someone who genuinely enjoys helping people. You're patient, organised, and calm under pressure, with a natural ability to build rapport and earn trust.

You take ownership of your work, communicate proactively, and don't like leaving problems unresolved. Whether you're handling a simple enquiry or a complex customer issue, you follow things through and keep people informed along the way.

You'll bring:

• Previous customer service or customer support experience.
• Confidence using customer service systems and technology. Experience with Zendesk, NetSuite, Shopify, NetStock, Asana and Teams are preferred.
• Strong written and verbal communication skills.
• Excellent attention to detail and the ability to stay organised.
• A positive, solutions-focused approach to problem solving.
• The ability to manage a high volume of enquiries without dropping the ball.
• Experience in retail, e-commerce, product support, or warranty claims would be advantageous.

Why Zempire?

• Be part of a globally recognised Kiwi brand.
• Join a team that genuinely cares about its customers and each other.
• Work with innovative products that people love.
• Enjoy variety, ownership, and opportunities to grow.
• Help create memorable experiences for outdoor enthusiasts around the world.

Create the moments that make customers choose Zempire again and again.

For a confidential discussion, please contact Rachel Knox at Everest People on [027 238 0031](tel:027 238 0031).