Customer Service Representative

We are searching for a superstar Customer Service Representative to cover incoming customer enquiries, responding to business and product reviews, and assisting with ensuring a smooth ordering experience.

This role is 35 hours per week, 8am-4pm Monday to Friday, based in our Central Wellington office.

What we do

Proudly NZ owned and operated, Adulttoymegastore (ATMS) was born in 2009 and is New Zealand’s favourite online retailer for everything adult. We supply people with everything they need for happy, healthy, fun and fulfilling sex lives, and deliver to 3 different countries.

We are a mega store – if you can think of it, we probably have it. We have the biggest range of products at the best prices, and we let our customers decide what they want; we don’t determine the range for them. Why? Because everyone loves it their own way!

We’re not like other adult stores and we don’t want to be. Our vision, mission, values and personality set us apart. We’re passionate about normalising pleasure, sexual wellness, empowerment, body positivity, celebrating individuality, and stimulating conversations around sex and pleasure in fun and unique ways to create a more sex-positive culture. Because no matter what sex means to you, how you like to do it or who you like to do it with, it’s normal to love it your way.

What do we put our success down to? We do things differently. And we hire great people. We’re in the business of pleasure and enjoyment and we've got a fantastic team making it happen – come join us!

What you will do:

• Be our frontline representative for all of our wonderful customers who contact us via email, phone, live chat and social media messages.

• Coordinate with our warehouse team to resolve any order issues that are flagged during dispatch.

• Respond promptly to customer inquiries and resolve complaints.

• Maintain a positive, empathetic, and professional attitude toward customers at all times.

• Manage our product and service reviews and proactively address any customer complaints received through these channels.

• Enjoy the opportunity to assist with other aspects of the business such as content writing when incoming volumes may be low.

What we'll need from you:

• Prior experience in a customer service-related field - experience in a call center environment OR the adult toy industry is a plus!
• Excellent research and writing skills, particularly as these apply to customer service.
• Highly organized and detail-oriented - the ability to multi-task is a must.
• Respect for people and ideas.
• The ability to take initiative and problem solve effectively - we have a lot of products, so you will often be dealing with queries relating to products you haven't seen in real life.

What you'll get in return

• A supportive working environment. Our people are important to us, so there's always lots of opportunities to try different tasks and learn new skills.
• Good work-life balance. We work hard, but we play hard too. We have a high-performance culture so we like to have fun and celebrate our wins along the way.
• A welcome gift pack and access to a staff discount structure you’ll love!
• Some pretty great work stories. Yep, the adult toy world can definitely be eye-opening, but we have a very open-minded, fun-loving approach to our little industry and no two days are ever the same!

At Adulttoymegastore we celebrate individuality and diversity. That means no matter your ethnicity, gender identity, sexual orientation, nationality, or disability, we welcome you and encourage you to apply.

Studies have found that many people, particularly women, do not apply for a job unless they meet 100% of the criteria. If you do not tick every single box of what we’re looking for, but you have great experience and believe you would be a great fit for this role, please put your application forward.

To apply please provide:

• An amazing cover letter outlining your experience and what makes you the perfect fit for the role.

• Your CV covering your experience and successes in more detail.