Customer Care Manager

Lovesolving problems and making customers' day? This one's for you.

Aboutus

Bargain Chemist is a 100% Kiwi-owned,pharmacist-led discount pharmacy chain. We're on a mission to be New Zealand'scheapest chemist, with free prescriptions, great service and a big range, instore, online and through our app. Our promise is simple: Saving New Zealandersevery day.
Aboutthe role

As our Customer Care Manager, you'll be thevoice of Bargain Chemist for every customer who calls, emails or messages us.Based at our Northwood Dark Store, this hands-on, solo role owns every enquiryfrom first contact to resolution, and you'll have real scope to shape how we docustomer care.
You:
Answer customer calls, emailsand social media messages within agreed response times
Resolve enquiries on orders,deliveries, returns, refunds, pricing and promotions
Manage tickets in Freshdesk andkeep every enquiry owned, tracked and closed
Work daily with our onlinefulfilment stores to fix order issues fast
Apply clear, consistentgoodwill and escalation processes
Route enquiries to the rightteam, from pharmacists to Support Office
Spot trends and share insightsthat improve the customer experience
Aboutyou

3+ years in customer service orcustomer care, ideally in retail, ecommerce or pharmacy
Warm, clear and professionalcommunicator, on the phone and in writing
Calm and solutions-focused,even with tricky conversations
Highly organised and confidentjuggling multiple channels
Experience with Freshdesk orsimilar ticketing systems (Shopify a plus)
A self-starter who loves owningproblems to the finish
What'sin it for you

A permanent role with 30 hoursper week
The chance to shape customercare for a growing Kiwi brand
A supportive team that'spassionate about saving New Zealanders every day

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