PGC Customer Experience Rep.

About the role

Offer the best first impression that customers have with our brand, by providing helpful, friendly, accurate and quick service, via phone, email and web communication channels, to both external and internal customers and stakeholders. You'll display a customer first service mentality, delivering exceptional service to customers by directing traffic as needed, triaging incoming communications and responding directly where appropriate or redirecting to other internal teams (primarily Sales and Support, and Operations), to ensure effective resolution of customer needs.

Your primary areas of responsibility will be a combination of reactive and proactive care, sales and support - triaging and responding to or redirecting inbound enquiries, sales and support of smaller transactional deals and spare parts as well as proactive outbound sales & marketing campaigns, and a range of administrative functions - supporting project managers and NCR programme management.

We are open to candidates who require a fulltime role or a part-time role.

Key responsibilities

• Answer all inbound communications in a timely manner - phone, email and web - ensuring agreed response times are met
• Utilise CRM (Hubspot) and update as required to ensure all data is in the system
• Where appropriate, respond to enquiries directly, or pass onto the appropriate team or person
• Manage follow ups on projects
• Send out after sales information to customers
• Use the SCOTSMAN process to triage and direct sales enquiries
• Be the right hand for Sales Reps – Create Presentations, Quotes, Contracts and more
• Scope potential new deals and provide quotes, plans and contracts as needed - for smaller transactions and parts deals
• Manage CRM follow ups for smaller, transactional deals
• Support the Project Managers with project tasks - project quotes, follow ups, freight etc

About you

• Minimum NCEA level 2 (ideally level 3 or higher education)
• Minimum 2 years experience in a customer facing service role, ideally in a manufacturing business
• A true 'people person', strong with relationships and able to build rapport with various internal and external stakeholders
• Highly organised and able to multitask and remain calm under pressure
• A helpful and friendly disposition
• A continuous improvement mindset
• Competent with phone and computer system use - Microsoft Office suite and Teams/Zoom & Hubspot
• Represent the company and its values with the utmost integrity

About us

At The Playground Centre we've got 100 years' combined experience, supplying innovative, safe, and robust commercial playground equipment in New Zealand and around the world. While our sister brand helps shape and update spaces where people eat, relax, connect and enjoy the great outdoors, with the most stylish street furniture and facilities.

Our vision is to be the expert advisors and designers of Play Spaces and Urban Furniture. We see a future where our growing customer base comes to us for an end to end solution.