Customer Care Manager

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.

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 enquiry from first contact to resolution, and you'll have real scope to shape how we do customer 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 online fulfilment stores to fix order issues fast
• Apply clear, consistent goodwill and escalation processes
• Route enquiries to the rightteam, from pharmacists to Support Office
• Spot trends and share insights that improve the customer experience

• 3+ years in customer service or customer care, ideally in retail, ecommerce or pharmacy
• Warm, clear and professional communicator, on the phone and in writing
• Calm and solutions-focused,even with tricky conversations
• Highly organised and confident juggling multiple channels
• Experience with Freshdesk orsimilar ticketing systems (Shopify a plus)
• A self-starter who loves owning problems to the finish

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