Customer Experience Advisor at Sime Darby

, , New Zealand -

Full Time

Start Date

Immediate

Expiry Date

06 May, 26

Salary

0.0

Posted On

05 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Problem Solving, Complaints Management, Resolution, Cross-team Collaboration, Customer Sentiment Analysis, End-to-End Case Ownership, Issue Investigation, Multi-channel Communication, First-Contact Resolution, Feedback Analysis, CRM/ERP Systems, Microsoft 365, Data Analysis, Empathy, Ownership, Communication

Industry

IT Services and IT Consulting

Description

Company : Terra Industrial New Zealand Limited Customer Experience Advisor Not a typical call‑centre role. This is a hands‑on problem‑solving, complaints and resolution role for someone who enjoys untangling complex issues, working across teams, and delivering fair, timely outcomes for customers. Due to an internal promotion, we are looking for another CX superstar. You’ll join a supportive, collaborative CX team that values clear thinking, empathy, and ownership — and has fun while getting the job done. What you’ll be responsible for: Proactively conducting post‑purchase satisfaction calls to understand customer sentiment, build rapport, and surface opportunities for improvement Having real conversations — not scripts — to uncover how customers feel and what matters most to them Managing end‑to‑end customer complaints and owning cases through to full resolution Investigating issues, coordinating with internal teams, and driving practical, customer‑focused outcomes Handling enquiries across phone, email, chat and digital channels, with a focus on first‑contact resolution Capturing, analysing, and reporting on customer feedback, trends, and root‑cause insights Supporting customers with the Terra Cat portal, including onboarding, troubleshooting and escalations Contributing to continuous improvement by identifying process, service, and system gaps What we’re looking for: A confident communicator who genuinely enjoys talking to customers and can quickly build trust and connection Proven experience in complaints management, issue resolution, or complex customer enquiries Strong problem‑solving skills and confidence working across multiple teams and stakeholders Experience using CRM/ERP systems and Microsoft 365 Comfortable analysing data and feedback to drive better outcomes A calm, professional approach with high empathy and ownership from start to finish Why join us? A fun, supportive and collaborative team culture, with an active social club Meaningful work where you solve real problems and influence change Variety, autonomy, and the satisfaction of seeing issues resolved properly A role where your conversations directly improve the customer experience and shape how we do things If you’re someone who enjoys owning problems, having real conversations, finding solutions, and making things better — we’d love to hear from you. Terra Cat has a national network of 18 facilities from Whangarei to Invercargill offering the entire Caterpillar product range of machines, engines and technology solutions to our customers. Find out more about us here: https://www.terracat.co.nz To apply: Please hit the apply button now. You will need to submit an online application supported by your CV and cover letter. For more information call the team on 0800 CAT JOB (0800 228 562). Please apply now as we will be assessing and progressing on application and may close applications before the advertised date. Sime is a partner of choice for the world's best brands in the Automotive and Industrial Equipment sectors. We deliver sustainable value to our stakeholders through operational excellence, high performance standards and good corporate governance. Founded in 1910, Sime Darby Berhad today has a workforce of approximately 30,000 employees and a presence in 18 countries and territories across the Asia Pacific region. It is listed on the main market of Bursa Malaysia. To explore exciting career opportunities in our Motors operations in Australia, click the link below: Sime Motors Australia Career Site

Responsibilities

Responsibilities include proactively conducting post-purchase satisfaction calls, managing end-to-end customer complaints, and handling enquiries across phone, email, chat, and digital channels with a focus on first-contact resolution. The role also involves investigating issues, coordinating internally, and contributing to continuous improvement by analyzing customer feedback and identifying process gaps.