Customer Service Specialist

Peace Lily is an innovative e-commerce sleep brand, and we’re proud to be New Zealand’s number one provider of natural latex mattresses. We’re on a mission to bring the bedding industry back to non-toxic, eco-friendly options and improve the sleep quality of people everywhere through sustainable, high-quality products.

With our factory in Sri Lanka, we provide products to Australia, New Zealand, & the US. Our aim? To improve the sleep quality of all people through sustainable, high-quality products.

We also have a showroom open to the public by appointment, where customers can experience our products firsthand. As a Customer Service Specialist, you'll play a key role in ensuring that visitors to the showroom have a fantastic experience, offering them the opportunity to try our products and providing them with expert guidance.


The primary job function of the Customer Service Specialist is to assist with handling our customer enquiries via phone, email and showroom appointments. This will be our New Zealand-based customer service role and being a small team, the role will allow you to get involved in a variety of customer service areas and have a direct impact on the business direction.

Do you have a passion for customer service? Apply today!



SKILLS AND EXPERIENCE

Experience in customer service is preferred
Excellent (written & verbal) communication skills, including accurate grammar and punctuation
Effective in sales
Ability to stay self-motivated and organised
Ability to research to deepen your product and sleep knowledge
Prior knowledge of Shopify or other e-commerce platforms is preferred but not required
Safely handle and lift up to 25kg when required


PRIMARY JOB FUNCTIONS

Handle customer enquiries via phone and email
Handling showroom appointments and online chat
Operate the showroom for one Saturday a month
Effectively handle sales enquiries
Providing great customer service and a smooth purchasing experience
Organising resolutions for customers
Maintain timely responses across each customer enquiry channel
Collect important feedback from customers to use for potential company changes
Safely handle and lift up to 25kg when required
Assisting with delivery collection and pickups by external carriers on an ad hoc basis


PERSONALITY PROFILE

High attention to detail
Passionate about customer experience and going the extra mile
Ability to work in a small fast-paced startup team
Empathy
Flexibility
Creative thinker
Able to take on challenges that others might try to avoid
Fast learner with new processes, systems, and technologies


You would be working for a company that is transparent, passionate, and innovative. The role will provide you with the opportunity to grow together with the company and see how great an impact you can have through your new ideas and implementation of those ideas. Being a small team, your contributions will greatly impact the company's trajectory.



If this sounds like the perfect role for you, please get in touch for an immediate start. To apply for this role, please send an email with your CV & Cover Letter. Shortlisted candidates will be contacted.



Please forward your CV & Cover Letter by addressing the above criteria to hr@peacelily.com.