Customer Care Specialist - fixed term

What is the purpose of the Customer Care Specialist role?

The Customer Care Specialist’s purpose is to support Snapper’s goal of delivering world-class customer service. This is a front-line of Snapper’s customer service and plays a big part in our goal of delivering excellence in our customers’ product and service experience. 

• The Customer Care Specialist reports to the Customer Care Manager


• Working hours are 8am – 5pm, five days a week


• This role has no direct reports


• Key relationships are with our CORE Operations and Finance​ teams


• Based in Wellington, NZ
  

What does the Customer Care Specialist do?

This role is responsible for Snapper customer support within the Customer Care team. Specifically, that involves:

• Addressing customer enquiries that come to us via email, website queries, in-app support, phone call, and social media


• Resolving Metlink escalations and Processing concession approvals


• Tracking issues and bugs and escalating these to the Senior Customer Care Specialists and Customer Care Manager.


• Providing support to partners and service centres as required.

What will you need to be successful in this role?

Capability and proactive attitude to learning and becoming adept in Snapper cardholder support procedures, products and tools  

Consistently reliable with strong communication skills with the Customer Care Manager and the wider team

A team-player attitude and positive champion for your peers and team

Strong empathy for the customer, and the ability to be the customer champion

A strong performance ethic, which means you care about delivering quality outcomes in your work, and demonstrate initiative in terms of looking at how we could improve

The ability to work in and adapt to a fast-paced and constantly changing environment with an appetite for problem-solving

Great written and verbal communication skills

Openess to adjusting your approach based on feedback

An affinity with Snapper’s guiding values (see below).

We want you to do well, and it looks like this

Learning and becoming accomplished at understanding of Snapper cardholder support procedures, products and tools to create great customer experiences.

Providing excellent customer support via multiple channels including call centre, social media, web forms, email, and in-app support.

Providing support as required to partners and service centres.   

Endeavouring to deliver excellent customer support and provide customer-focused solutions. 

Ensuring escalations through the customer service channels are passed on and communicated promptly to the appropriate channels, team members

Possible specialist duties may include:

• Championing the Net Promoter Score in Ask Nicely. This looks like regularly checking the survey responses to ensure customer’s feedback is responded to when required.


• Editing the website with approval by Customer Care Manager or Service Delivery Manager.  


• Championing Metlink escalations with assistance from Customer Care Manager or Service Delivery Manager. Processing police information requests.

Who is Snapper? What do we do?

We create excellent experiences in public transport that accelerate our journey towards a more sustainable world.

Snapper is a technology company serving the global public transport market with platforms, products and services. We help our clients deliver intelligent and adaptable public transport solutions and exceptional user experiences.

Why? We see Public Transport as a key lever to decarbonise and decongest our cities. We know when the Public Transport experience is consistent, easy and reliable it becomes a genuinely desirable alternative to high-carbon, space-inefficient transport like the private car. Fewer cars, better planet.

Bring your strengths, passions and unique self.

We absolutely want your individual style and contribution; your worldview, language, faith, family, tattoos, hobbies or whatever makes you special. We want the best you, however you turn up.

We’re flexible. We work a hybrid week, two days remote and three days in-person. Flexi time and WFH are possible. Work remotely for a month a year. Need something different? Try us.

We love PT. We’ll pay for your bus/train commute because we know you love it too.

Our expectations and values at Snapper.  

Life at Snapper is people-first and our practices and our values start there. We use these five core team values as a guide. 

Being Resilient. Using a positive mindset to handle change

Acting with Integrity. Being open and honest with each other. Fostering a safe space for the sharing of our thoughts and ideas.

An Innovative outlook. Looking at problems through as many lenses as we can. Applying it to people, processes, personal development, etc; not just code. We expect this as individuals and collectively.

Collaborating. Anything of value happens through a team. No one person has all of the skills to solve our customers' problems. We’re inclusive and open to all voices.

Building Excellence. Not to be confused with perfection. Making sure measures are clear and fit for purpose. And celebrating it as we go.