Customer Experience Specialist

Our Customer Experience team is intensely focused on providing exceptional experiences for our customers and consumers. We are currently on the lookout for a passionate team member eager to deliver world-class service as a Customer Experience Specialist to join our team on a 12 month fixed term contract.

This role is based at our Wellington HQ, however we are open to Auckland candidates as well.

Some of your responsibilities include:

• Manage service interactions through a variety of channels, including phone, email, and digital, ensuring world-class service across all platforms.
• Provide solutions that exceed customer expectations, aiming for first call resolution with every interaction.
• Follow sales process to ensure that we add value to all customer service calls
• Embrace a mindset focused on continuous improvement to enhance our service standards and delight our customers.
• Proactive solutions to support sales and drive exceptional customer experiences

What we're looking for:

• A Customer Service background with a strong focus on customer and consumer satisfaction
• Excellent communication skills with a knack for making customers feel heard and valued.
• Strong problem-solving abilities to tackle customer concerns with grace and creativity.
• A passion for learning and a willingness to continuously improve your skills.
• An innovative mindset with the ability to think outside the box and improve processes.

Our people at Havana are diverse – coffee connoisseurs, beer lovers, wine enthusiasts, music aficionados, marathon runners, family people, single people, pet people, and more. You name it, we’ll have it in our mix. We’re proud of our diverse workforce, acknowledging our people for the unique individuals they are. When it comes to flexibility, we understand that one size doesn’t fit all. Our flexible working program enables us to work in ways that support our lifestyle to help us balance our career with the other important things in life.