Customer Experience & Sales Support Specialist

About the Company At Trade Me, we are dedicated to connecting Kiwis and helping them create the lives they aspire to lead. Whether it involves significant milestones such as finding a home, securing a job, or purchasing a vehicle, or smaller tasks like locating the perfect bedside table or selling unused items, we aim to be the first place Kiwis turn to for their needs. About the Role We are seeking a Customer Experience and Sales Support Specialist to join our team. In this role, you will provide exceptional support to our Trade Me Jobs customers and internal stakeholders. You will play a crucial part in assisting the sales team and addressing customer inquiries via phone and email. You will take ownership of any issues from escalation through to resolution, support our sales team while they are out in the field, manage various projects, and serve as an enthusiastic ambassador for Trade Me. Key Responsibilities - Deliver exceptional service to all Trade Me Jobs Account Managers and customers by handling inbound and outbound calls and emails promptly. - Set up new accounts on various platforms. - Develop a strong understanding of our products and demonstrate problem-solving capabilities. - Collaborate with Account Managers to advise customers on best practices and take responsibility for resolving any faults. - Assist our sales team by upselling to customers when appropriate, passing on warm leads, and addressing support questions. - Identify and report potential errors or areas for product improvement on our site or systems and help facilitate resolutions. - Input relevant information into our CRM system. - Organize special projects, such as client events. Requirements Our ideal candidate will possess experience in a service desk or phone-based customer service role, where navigating multiple systems is essential. - Strong computer literacy; familiarity with Salesforce, Slack, Google Workspace, and other relevant tools is preferred. - A solid understanding of what constitutes a great customer experience. - Excellent written communication and interpersonal skills. - Strong time management, organizational, and administrative abilities. Benefits Working at Trade Me offers numerous advantages: - Flexibility: We recognize that flexibility means different things to different individuals. We support you in finding what works best for you, including a home office setup and utilities allowance. While we value team connection, we also come together in person on Mondays and at least one additional day each week. - Wellness: We believe in supporting your physical and mental wellbeing. We provide a variety of resources to help you thrive. - Leave: We offer generous leave options, including five days of wellness leave each year and ten days of sick leave starting from day one. - Social: We enjoy celebrating our successes together. Join us in the office on payday for company-paid lunches, and participate in regular Friday gatherings, annual Trade Me awards, and more. - Learning: We are committed to your growth, whether through on-the-job experience, formal training, mentoring, or other opportunities. You will continue to develop from day one. We understand that some candidates may hesitate to apply if they do not meet every requirement. If you are excited about this opportunity, we encourage you to submit your resume along with a brief cover note outlining your interest. Trade Me is an INZ accredited employer, and we genuinely value diversity. We embrace a flexible workplace, encouraging all individuals to reach their full potential.