Service Excellence Executive

Work just feels different when you’re centred at the heart of good times. It’s about joining a family of big, iconic brands that bring everyone together to celebrate, connect and socialise. So put a spark back in your day, working in an environment where you will experience growth on tap, and outstanding brands like Steinlager, Speight’s, Wither Hills & Hyoketsu.

Our Service Excellence Team is intensely focused on providing exceptional experiences for our customers and consumers. We're looking for a Customer Service Excellence Representative (internal job title is Service Excellence Executive) to join our team!

This is a permanent full-time position based in our Auckland Fanshawe Street office.

Our team operates Monday to Friday between 8:00am and 6:00pm, with coverage provided across two shift patterns: 9:00am–5:00pm and 10:00am–6:00pm. To support business needs, you'll need to be available to work either shift.

Some of your responsibilities include:

• Manage service interactions through a variety of channels, including phone, email, and marketplace, ensuring exceptional service across all platforms.
• Provide solutions that exceed customer expectations, aiming for first call resolution with every interaction.
• Maintain accurate and detailed records of customer interactions and transactions.
• Embrace a mindset focused on continuous improvement to enhance our service standards and delight our customers.

What we're looking for:

• A strong focus on customer and consumer satisfaction.
• Excellent communication skills with a knack for making customers feel heard and valued.
• Strong problem-solving abilities to tackle customer concerns with grace and creativity.
• A passion for learning and a willingness to continuously improve your skills.
• An innovative mindset with the ability to think outside the box and improve processes.

Ultimately, we seek innovators and leaders in this field who will manage the full end-to-end process and continually seek improvements. If you are our next superstar, capable of building strong customer relationships and possessing high levels of resilience and curiosity, we would love to hear from you.

At Lion, we offer ‘growth on tap’ and you’ll get hooked on reaching higher with each new challenge. No matter your chosen career, for those thirsty for more we have endless experiences to learn and grow. But don’t worry, you don’t have to choose between your career and other life priorities – we have fantastic people, policies and programs in place to empower you to lead a career and life less ordinary.

We’re a certified B Corp, which means we care about people, planet and purpose—not just profit. We’re committed to diversity, equity and inclusion, and we celebrate the unique perspectives that help us grow and innovate. We intentionally embrace difference and cultivate belonging every day, whether through our investment in our Reconciliation journey through our Innovate RAP, our commitment to gender pay equity or providing progressive people policies.

If you need specific support or accessibility adjustments at any stage of the recruitment process, please let us know at [email protected] so we can make sure that your recruitment process is fair and we enable you to shine. This includes tailored support for First Nations people, individuals with disabilities, those who are neurodivergent, and people who identify as transgender or gender diverse as we understand the unique challenges and concerns you may face.