Customer Specialist

Job description

Make every customer interaction easy, clear and exceptional.

As a Customer Specialist in our Customer Hub team, you'll play an important role in shaping the customer experience at ASSA ABLOY. As the first point of contact across voice, email and chat, you'll provide expert guidance on our extensive range of mechanical and digital products. You'll also support customers by confidently guiding them through troubleshooting steps to solve issues.

This is an exciting opportunity to work with innovative digital and smart access solutions while collaborating with customers and internal teams across sales, finance, warehouse and manufacturing.

Your contribution will have a direct impact on customer satisfaction, strengthen trust and help to build lasting customer relationships.

If you are energized by solving problems, thrive on multi-tasking and are passionate about creating positive experiences that put customers first, we'd love to hear from you.

About Us

ASSA ABLOY is the global leader in access solutions, trusted in over 70 countries to deliver smart, secure and seamless experiences. In New Zealand, our iconic brands including Yale, Whitco and ABLOY are trusted across homes, businesses and public spaces.

From advanced digital locking solutions to high-performance door and window hardware, our locally manufactured and globally backed products set the benchmark for innovation, reliability and performance.

What You'll Be Responsible For

You'll help deliver an exceptional customer experience by

Delivering seamless support across voice, email and chat channels

Resolving Tier 1 issues relating to digital and smart products, including connectivity, app functionality and login enquiries

Supporting customers with tailored guidance and product solutions

Processing customer enquiries and purchase orders accurately and efficiently

Collaborating with internal teams to resolve customer issues and improve outcomes

Identifying customer pain points and sharing insights to support continuous improvement

Documenting customer interactions and tracking cases through to resolution

Driving first-contact resolution and high levels of customer satisfaction

Location & Working Arrangements

This role is based onsite at our Albany facility in Rosedale, Auckland.

About You

You enjoy helping customers and working through challenges to find practical solutions, especially when technology is involved. You enjoy finding straightforward solutions and solving technical issues that make things easier for customers. You take the time to understand customer needs, communicate clearly and work collaboratively to achieve positive outcomes.

You learn quickly, adapt confidently to new technology and enjoy building knowledge across a broad product range. You're comfortable managing competing priorities, solving problems and working with people at different levels of technical understanding. Most importantly, you're committed to delivering an outstanding customer experience and contributing to team success.

Essential Requirements

Experience using CRM platforms, customer service systems or ticketing tools

Strong customer service experience with excellent written and verbal communication skills (Preferably within a contact centre environment)

Ability to troubleshoot and resolve customer issues effectively

Strong problem-solving skills with the ability to balance customer needs and business outcomes

Experience working across multiple communication channels including phone, email and chat

Strong multi-tasking skills, will maintaining attention to detail

Confidence using Microsoft Excel, Word and learning new systems

Desirable Requirements

Experience supporting digital or smart technology products

Why Join Us

At ASSA ABLOY, you'll join a global leader trusted around the world for innovative access solutions. You'll be part of a team focused on making every customer interaction easy, clear and exceptional while helping customers access products and solutions they rely on every day.

Work with industry-leading brands including Yale, Whitco and ABLOY

Gain exposure to innovative digital and smart access solutions

Collaborate with experienced teams across multiple business functions

Contribute ideas that improve customer experiences and business outcomes

* Be part of a company built on empowerment, innovation and integrity

Diversity, Equity & Inclusion

We are committed to creating a diverse and inclusive workplace where everyone feels respected, supported and able to succeed. We welcome applications from people of all backgrounds, experiences and perspectives. If you require reasonable adjustments during the recruitment process, please let us know and we'll work with you to support your participation.

Recruitment Process & How to Apply

If you're passionate about customer service and enjoy helping customers achieve positive outcomes, we'd love to hear from you.

Please submit your application through the relevant careers platform.

The recruitment process and timelines will be discussed with shortlisted candidates.

If you require accessibility support or reasonable adjustments during the recruitment process, please let us know.

Please note that only applicants with current New Zealand working rights will be considered for this opportunity.