Customer Experience Coordinator | Full-Time | Mitre 10 MEGA New Lynn

About the Role

This is a permanent full-time position (40 hours per week) and will include at least 1 weekend day. 

Based at the front-of-store Customer Service Desk, you'll be the go-to person for many of our more complex customer interactions. From managing special orders and delivery issues to handling returns, claims, Click & Collect enquiries, and customer escalations, you'll play a key role in protecting and enhancing the customer experience.

We're looking for someone who is comfortable taking ownership of issues, coordinating solutions across multiple teams within established processes. This role suits someone who has previously operated in a supervisory, team leader, duty manager or service desk coordination position, even if people leadership formed only part of their responsibilities. As one of our key team members during evening trading, you'll be trusted to make sound decisions, resolve issues confidently and help ensure a consistently high standard of customer service throughout the store

What your day would include

• Creating special orders, coordinating Click & Collect orders, monitoring, and supporting online customer orders (including express deliveries) resolving delivery issues and order discrepancies
• Processing returns, exchanges, and customer claims.
• Managing customer escalations and finding practical solutions, liaising with multiple store departments to resolve issues efficiently
• Maintaining accurate records and documentation, supporting operational compliance and customer service procedures
• Acting as a key escalation point for challenging customer situation
  

What Success Looks Like in this role

To be successful in this role, it would be beneficial if you have gained previous experience operating at a supervisory, team leader, duty manager, or service desk coordinator level, even if people leadership formed only part of your role. This role involves regular use of multiple computer systems and administrative processes, so strong computer literacy is essential. We're looking for someone who combines excellent customer service with strong organisation, attention to detail and sound judgement. You'll also be able to demonstrate:

• Experience resolving customer escalations and complex service issues independently
• Professionalism, resilience, and good judgement when dealing with challenging situations
• Well-developed computer skills and confidence learning new systems
• Strong organisational and administrative skills with a high level of attention to detail
• The ability to manage multiple priorities while maintaining accuracy
• Confidence making logical decisions and following issues through to resolution
• Strong verbal and written communication skills
• A calm and solutions-focused approach in a fast-paced environment
• A genuine commitment to delivering exceptional customer experience
  

Applications should clearly demonstrate experience resolving customer escalations, coordinating multiple stakeholders, and making independent operational decisions within established procedures.

Who We Are

Mitre 10 MEGA New Lynn is part of Riviera Hardware Holdings, a proudly Kiwi-owned business within the Mitre 10 network. Our group includes stores across Warkworth, Albany, Silverdale, New Lynn and Whangaparaoa, along with Columbus Coffee cafés, a Distribution Centre and a Frame & Truss Manufacturing plant. Backed by the strength of the Mitre 10 brand, we offer genuine career opportunities across retail, trade, manufacturing, and distribution within a locally owned business.

Mitre 10 MEGA New Lynn is one of the largest and busiest stores within the Riviera group. We support a diverse customer base of DIY homeowners, tradies and commercial customers, providing a fast-paced environment where no two days are the same.

What's In It For You?

• Generous staff purchase scheme (eligibility applies)
• Staff café discounts (eligibility applies)
• Access to our employee perks platform
• Ongoing development
• Career opportunities across the wider Riviera group
• Recognition programmes and long-service rewards

What's Next?

If you're an experienced customer service professional who enjoys solving problems, taking ownership and delivering excellent customer outcomes, we'd love to hear from you. When applying, please ensure your application clearly outlines your experience handling customer escalations, resolving complex customer issues and operating at a supervisory, team leader, duty manager or service desk coordination level. Applications that do not demonstrate this experience are unlikely to progress further in the recruitment process.

Apply now

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