Kawenga - Kāraho me Kiritaki Platform and Customer Support

Unifying our customer experience across physical and digital channels, our Digital Product & Design team build and deliver products where technology meets our customers – web, app, and retail  
 
This role is responsible for responding to Z and Caltex mobile app customer queries via e-mail and occasionally phone, supporting the rapid adoption of our digital customer experiences. The role will manage Tier 2 support cases mostly the more complex digital product support customer issues that occur for Z and Caltex mobile app customers, but there may be Tier 1 support case from time to time. 

Queries are received via e-mail, either directly from customers or escalated from our contact centre (Tier 1 Support). The role will ensure that Tier 1 support can handle simple issues and knows when and how to pass on the more complicated ones to Tier 2 support and will also manage the escalation and monitoring of cases to Tier 3 support when required 

Periodic support reporting and close collaboration with Product Managers is conducted so to not only ensure customer issues are resolved swiftly, but also to capture and address any underlying systemic drivers causing customer friction. The role will also improve and add to our Knowledge Base located on the Salesforce Service platform to improve our current customer support efficiency and set up for the future of self help 
 
This role is a 12 Month Fixed Term Contract  
 

You will have the opportunity to 

• Provide high quality customer support experience for our digital product users  
• Respond to, investigate, and resolve customer queries and issues across our suite of digital platform experiences in mobile apps and online 
• Demonstrate high customer empathy owning and where possible resolving their queries and issues at first contact  
• Log issues and bugs, troubleshoot and collaborate with the Z team and its partners to provide an awesome customer support experience and drive for the best Customer Effort Scores.  
• Collaborate and work cross-functionally across the business, collaborating with various teams to investigate customer’s issues and improve customer experience. 
• Participate in incident management process  
• Work closely with the Product Managers: Identify opportunities for improvement across the digital product portfolio, analysing customer feedback and issues to provide insights into potential improvement opportunities and requirements.  
• Improve and document standard operating procedures, How to Guides and FAQs and processes