Customer Care Team Member

A career with EROAD offers the unique opportunity to work in a fast-growing organisation that is at the forefront of in-vehicle technology, enhancing road safety, productivity, and reducing environmental impact. EROAD's mission is to deliver intelligence you can trust, for a better world tomorrow.

What We're Looking For

Are you looking for a role in a dynamic global business?

We're looking for a Customer Care Team Member to join our team. This role is key to supporting the delivery of a professionally managed, efficient, and effective Customer Care service to customers, dealers, and installers.

You will provide inbound contact centre support, complete Salesforce case work in line with company policies and procedures, and assist customers with hardware and software requests, including orders, moves, adds, and changes from origin through to dispatch.

This role is rostered across 40 hours per week, Monday to Sunday.

About The Role

We are looking for a customer-focused, proactive, and dependable Customer Care Team Member to support the delivery of an exceptional customer experience. You will work closely with customers, dealers, installers, and internal teams to resolve enquiries, manage Salesforce cases, process customer requests, and support customers throughout their journey to help them achieve their business outcomes.

The ideal candidate is service-oriented, highly organised, and comfortable working in a fast-paced contact centre environment. You will bring strong communication skills, attention to detail, and a positive, collaborative approach while helping create a culture that is productive, open, honest, professional, innovative, friendly, and sustainable.

As a Customer Care Team Member, you will be responsible for:

Customer Support & Enquiry Management

• Deal directly and promptly with customers, installers, dealers, and internal stakeholders via telephone and electronic channels.
• Respond to customer enquiries efficiently while ensuring customers are kept informed at all times.
• Obtain and evaluate relevant information to resolve customer enquiries and issues.
  
  

Salesforce Case Management

• Log, manage, and update customer requests and unresolved issues in Salesforce, following all business processes and procedures.
• Record clear and accurate details of actions taken.
• Identify and escalate situations requiring urgent attention with concise and accurate notes.
  
  

Customer Orders, Adds, Moves & Changes

• Process subsequent sales orders and facilitate adds, moves, and changes accurately, efficiently, and cost-effectively from origin to dispatch.
• Proactively follow up on on-hold or escalated cases to provide timely outcomes to customers.
  
  

Customer Experience & Relationship Support

• Maintain a strong focus on customer satisfaction and ease of doing business.
• Provide a complete, professional, and consistent experience for all customers.
• Manage customer expectations and anticipate new requirements by monitoring usage of the SaaS platform and customer business growth.
  
  

Solution Identification & Internal Coordination

• Identify growth opportunities and recommend the most appropriate solutions to meet customer needs.
• Ensure customers are kept informed about new features and products during interactions.
• Communicate and coordinate with internal departments and provide support to Sales Representatives.
  
  

Operational Support & Compliance

• Print and post paper RUC licences to customers on a rostered basis.
• Follow all safety and wellbeing procedures, including reporting hazards, incidents, and accidents, and participating in safety initiatives and programs.
  
  

Skills And Experience

We're looking for someone who can effectively support customer care operations while maintaining a high level of professionalism, accuracy, and service excellence. You will bring:

• Previous experience in a contact centre or customer care environment, with inbound support preferred.
• Experience using CRM systems such as Salesforce.
• Experience processing customer orders, case management, and coordinating with internal teams.
• Exposure to SaaS platforms and technology-based products preferred.
• Strong interpersonal and communication skills, both verbal and written.
• Customer-focused mindset with a commitment to service excellence.
• Highly organised with strong attention to detail and a sense of urgency.
• Ability to manage expectations and prioritise workloads in a fast-paced environment.
• Adaptable and proactive, with a positive and collaborative approach.
• Strong problem-solving skills and structured work processes.
• Ability to identify customer needs and recommend appropriate solutions.
  
  

Key Competencies

• Customer Focus – Maintains a strong focus on customer satisfaction and ease of doing business.
• Communication – Communicates clearly and professionally with customers, dealers, installers, and internal stakeholders.
• Attention to Detail – Records clear and accurate information while adhering to business processes.
• Problem-Solving – Evaluates information effectively to resolve customer enquiries and issues.
• Organisation & Prioritisation – Manages multiple tasks and priorities in a fast-paced environment.
• Collaboration & Teamwork – Works closely with internal teams to deliver exceptional customer outcomes.
• Proactive Mindset – Takes ownership of customer issues and follows through to resolution.
• Adaptability & Flexibility – Thrives in a dynamic and evolving business environment.
  
  

Why You'll Love Working At EROAD

EROAD is a true Kiwi success story in the tech sector. Publicly listed since 2012, we're represented on the NZX and ASX and continue to grow rapidly across New Zealand, Australia, the Philippines, and the USA.

We value diversity and are proud to be a multicultural organisation. At EROAD, we invest in our people through employee recognition programs, EAP offerings, and continuous learning opportunities.

Our people are at the heart of everything we do. We foster a culture of innovation, collaboration, and belonging where your ideas can thrive.

Join EROAD and be part of a purpose-driven organisation shaping the future of connected transport. We would love to hear from you.

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