About Company
Trade Me is New Zealand’s most popular online marketplace and auction website, a digital hub where Kiwis buy, sell, and connect. For over two decades, we’ve been helping millions of New Zealanders find everything from their first home to their dream car, household essentials, and unique collectibles. More than just a website, Trade Me is a cornerstone of New Zealand’s digital economy, fostering a vibrant community and empowering individuals and businesses nationwide. We pride ourselves on innovation, a customer-first approach, and a team culture that values diversity, collaboration, and making a real impact. At Trade Me, you’ll be part of a team dedicated to connecting Kiwis and building a better online experience for everyone. Join a company that is deeply embedded in the fabric of New Zealand life and help us continue to evolve and serve our vibrant community.
Job Description
Are you passionate about helping people and thrive in a remote work environment? Trade Me is seeking a dedicated and empathetic Remote Customer Support Specialist to join our dynamic and supportive team. In this pivotal role, you’ll be the friendly voice and helpful guide for our users, ensuring their Trade Me experience is seamless and positive. Working from the comfort of your New Zealand home, you will be responsible for providing exceptional support across various channels – primarily email and live chat, with occasional phone support – addressing enquiries, resolving issues, and offering solutions related to buying, selling, listing, and navigating our extensive platform.
This isn’t just about answering questions; it’s about building trust and fostering a strong community. You’ll become an expert in all things Trade Me, using your keen problem-solving skills to troubleshoot technical issues, clarify platform policies, and assist users with their accounts, listings, and transactions. We’re looking for someone who can genuinely connect with people, understand their needs with empathy, and articulate solutions clearly and concisely, transforming complex information into easy-to-understand guidance. You’ll be a crucial link between our users and our product and development teams, identifying emerging trends, collecting valuable feedback, and feeding back insights that help us continuously improve our service, features, and overall user experience.
Your day-to-day will involve managing a queue of customer interactions, prioritising urgent cases, and meticulously documenting all communications. You’ll utilise our internal knowledge bases and support tools efficiently to provide accurate and timely responses. We value proactive individuals who are always looking for ways to enhance customer satisfaction and contribute to a positive team environment, even from afar. We understand the unique demands and benefits of remote work, and we are committed to providing you with the robust tools, comprehensive training, and continuous support needed to succeed. You’ll be part of a collaborative virtual team, regularly connecting with colleagues and managers through video calls and chat, ensuring you always feel connected, supported, and valued. If you’re a highly self-motivated, tech-savvy individual with exceptional communication skills, and you’re ready to contribute to a company that touches the lives of millions of Kiwis daily, then we strongly encourage you to apply. Join Trade Me and help us continue to be the vibrant heart of New Zealand’s online community.
Key Responsibilities
- Respond promptly and professionally to customer enquiries via email, live chat, and occasional phone calls.
- Troubleshoot and resolve customer issues related to account management, listings, buying, selling, and technical difficulties.
- Educate users on Trade Me features, policies, and best practices, providing clear and concise guidance.
- Accurately document all customer interactions and resolutions in our CRM system.
- Collaborate with internal teams (e.g., product, technical) to escalate complex issues and provide comprehensive solutions.
- Identify and report recurring customer issues or trends to help improve product and service offerings.
- Maintain a high level of customer satisfaction and meet service level agreements (SLAs).
- Continuously update knowledge on Trade Me's evolving platform, products, and services.
- Actively participate in team meetings and training sessions via video conferencing.
Required Skills
- Excellent written and verbal communication skills in English.
- Proven ability to empathise with customers and de-escalate challenging situations gracefully.
- Strong problem-solving and analytical skills with meticulous attention to detail.
- Proficient computer skills and comfort with various software applications, including CRM systems.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- A reliable high-speed internet connection and a dedicated, quiet workspace in your New Zealand home.
- Legal right to work in New Zealand.
Preferred Qualifications
- 1+ year of experience in a customer service or support role, preferably in an online or technology-driven environment.
- Prior experience working remotely.
- Familiarity with the Trade Me platform as an active user.
- Experience with Zendesk, Salesforce Service Cloud, or similar customer support platforms.
- A passion for online communities, e-commerce, and helping people connect.
Perks & Benefits
- Competitive salary and KiwiSaver contributions.
- Flexible remote work environment allowing you to work from anywhere in New Zealand.
- Comprehensive health and wellness programmes.
- Generous opportunities for professional development and career growth.
- A supportive, inclusive, and collaborative team culture.
- Employee discounts on Trade Me services.
- Regular virtual team social events and celebrations to foster connection.
- Access to modern technology and tools to facilitate efficient remote work.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume highlights your customer service experience, technical proficiency, and proven ability to thrive in a remote work setting. We look forward to reviewing your application and learning more about how you can contribute to the Trade Me team and our mission to connect Kiwis.