Customer Support Administrator

Overview

Become a part of Bunnings, joining the team behind the scenes, working with a major home improvement retailer in New Zealand. This role offers an excellent opportunity to contribute to our customer service excellence while being involved in an exciting 6-month project supporting the launch of the New Zealand Loyalty Program. Enjoy a vibrant workplace with numerous benefits including discounts with Bunnings and Wesfarmers brands, paid parental leave, and unique team events.

Key Responsibilities

• Respond to and manage customer inquiries through phone, email, and live chat channels.
• Assist customers throughout their online shopping journey effectively.
• Resolve various order-related queries including Click & Collect, Special Orders, and Trade customer issues.
• Handle loyalty program-related questions such as points, rewards, balances, account modifications, and promotional offers.
• Identify customer problems and escalate them as necessary to ensure resolution.
• Provide support during the increased demand phase due to the loyalty program rollout.
• Serve as a knowledgeable team member for new loyalty procedures and enquiries.
• Gather and communicate feedback on customer trends, challenges, and opportunities for process enhancement.
• Maintain accurate records of customer interactions using Salesforce.

Who We Are Looking For

• An experienced customer support professional comfortable working in a fast-paced environment balancing regular duties and new initiatives.
• Someone confident in managing a high volume of customer inquiries from start to finish.
• A candidate with strong analytical capabilities for problem-solving and decision-making.
• Excellent communication skills with the ability to engage internal and external stakeholders clearly.
• A detail-oriented person with a commitment to following established processes.
• Adaptability to quickly adjust in a dynamic work environment.
• Prior experience with Salesforce or similar CRM software is preferred.

Inclusive Workplace Culture

We welcome applicants from diverse backgrounds, including all ages, cultures, abilities, sexual orientations, and gender identities. At Bunnings, respect for te reo Māori, tikanga Māori, and the land is integral to our values. Applicants must be at least 15 years old.

Additional Information

Bunnings is committed to fairness and providing support throughout the hiring process, including accommodations as needed. Early applications are encouraged as we may close advertisements without notice. Recruitment agencies unsolicited resumes are not accepted as all hiring is managed internally. Background checks may be conducted upon offer including police, employment, medical and qualifications which could impact hiring decisions.

About Bunnings

Bunnings is a leading retailer in Australia and New Zealand specializing in home improvement and lifestyle products. The company supports builders, tradespeople, and the housing sector across stores, trade centers, and online platforms. Our culture empowers team members to innovate, grow, and support customers in achieving their home project goals.