Customer Experience Specialist

Customer Experience Specialist

About the Company
Our client is a well-established New Zealand fintech with a genuinely differentiated product and a loyal client base built over two decades. They work with thousands of New Zealand businesses and the accounting firms that serve them, helping clients manage their financial obligations more efficiently and cost effectively.  It’s a company undergoing significant change with a purpose-led ownership structure that gives back 100% of profits to charity which sets it apart from most fintechs.

The Role

The Customer Experience Specialist is a key contributor to the business’s customer first culture and forms part of the newly create CX Hub reporting to our Head of Operations. As the first point of contact for clients, you will be responsible for delivering high-quality customer support and delivering customer insights that drive improvements across the business.

As the client base includes large corporates and sole practitioners (as well as everyone in-between!) their needs will be different, and this is where you’ll get variety in your day.

You will be communicating with clients via phone, email and live chat and often you’ll be seen as the voice of the company. You’ll have the ability to influence, assist with process improvement and champion the customer.

You will become an expert on the products and platforms and will be part of a small and fast paced team.

What we are looking for

Outstanding communication and interpersonal skills go without saying – this is the core of the role. You’ll be positive, energetic and someone that the clients will look forward to chatting to.

We are looking for someone who is passionate and takes pride in what they do. This person needs to be obsessed with finding the best outcomes and solutions for their clients and is willing to go above and beyond to deliver excellent customer service.

This position is quite technical so, you will be numerically strong and a natural problem-solver, with the ability to understand and translate financial information into meaningful outcomes for the customer.  You are outgoing, driven, a great communicator, and can juggle multiple tasks, and you enjoy solving problems.

You don’t shy away from difficult situations or conversations, and you can work through issues from the beginning until a solution is found. Your attention to detail will be high, even when multi-tasking.

Essential

• Previous experience in customer service, customer support, customer experience, contact centre, or similar customer facing roles
• Excellent verbal and written communications
• Strong problem solving and critical-thinking ability
• Ability to build rapport and demonstrate empathy in customer interactions
• Strong organisational skills with the ability to manage multiple priorities
• Experience using CRM systems and digital communication tools
• Strong common sense and solutions led attitude
• Understanding of simple financial concepts

Desirable

• Experience in fintech, banking, payments, financial services, or another regulated industry.
• Experience supporting customers across multiple channels, including phone, email, and live chat.
• Familiarity with customer experience metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), or Customer Effort Score (CES).
• Experience using customer support platforms such as Zendesk, Salesforce, Intercom, HubSpot or similar systems.

What’s on offer

• The opportunity to join a purpose-led organisation, guided by the principle of Manaakintanga (Wellbeing)
• Flexible, hybrid working
• Southern Cross health insurance
• Birthday leave, Wellbeing Day plus the option to purchase up to 10 days' extra leave
• $2,500 a year towards self-directed study and development
• Central Britomart location in a modern office
• $1,000 charitable donation to a charity of your choice

This is a great role for the right candidate, come and join a company that is a New Zealand success story. What’s even better is that 100% of the company profits are donated and reinvested back into New Zealand community and the environment.