• Own the end-to-end onboarding journey for new users, ensuring they reach first-value as quickly as possible. • Analyze the customer journey to identify friction points and work with the Product team to improve the overall 'look and feel' of the user experience. • Provide world-class support by not just fixing the 'what,' but explaining the 'why,' helping users become more self-sufficient over time. • Collaborate with cross-functional teams, including sales, marketing, and product, to address customer needs and concerns. • Provide insights from customer interactions to contribute to the improvement of products and services.

• Support the sales team in winning and growing business • Ensure fast and accurate handling of offers and orders • Contribute to a positive and professional customer experience • Help improve efficiency and quality in daily operations • Prepare and manage customer quotations and orders • Act as a key contact for customers on commercial topics • Follow up on offers together with sales to support order conversion • Monitor deliveries and proactively manage any issues • Support key customers with commercial coordination • Maintain accurate data in CRM/ERP systems • Handle customer requests and complaints in a solution-oriented way

• Through the use of company and department practices and procedures, independently manages buyer-seller messaging across an assigned book of client accounts • Owns end-to-end negative feedback and product review remediation workflows, including submission, follow-up, and escalation to Amazon when required • Coordinates return and refund decisions directly with brand management • Synthesizes trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams • Identifies buyer complaints rooted in FBA issues (damaged inventory, wrong item shipped) and routes them to the FBA Resolution team with proper documentation • Utilizes structured escalation paths with Amazon for complex buyer-seller disputes • Acts as an SME or Trainual content owner for at least one Customer Service function (e.g., feedback removal, A-to-z claim prevention, returns) • Provides guidance to Customer Service Specialist I peers on day-to-day casework • Leverages external resources such as blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes • Maintains or exceeds department-established performance standards • Other duties as assigned

Title: Customer Experience Representative Location: Christchurch New Zealand - Part-time (37 hours per week shared across vacancies) - Up to 3 permanent part-time positions available (4-5 hour shifts) - Generous annual leave provisions and professional development opportunities Shift availability: 4-5 hour shifts including weekday early mornings and late nights, as well as weekend work. Kia hiwa rā, kia hiwa rā! He hiahia, he pūkenga nōu ki te mahi a te Customer Experience Representative? Nāia te pōwhiri nā Te Whare Wānanga o Waitaha kia tono mai i te tūranga nei. Āu Mahi | What You Will Do As a Customer Experience Representative, you will be the welcoming face of the UC RecCentre, delivering exceptional service to students, staff, and the wider community. This is a hands-on, people-focused role within a thriving student environment, where our primary focus is supporting the health and wellbeing of our students through positive, engaging experiences. You will: - Provide a professional and friendly front-of-house experience, acting as the first point of contact for all visitors - Manage reception operations including check-ins, ID verification, bookings, and enquiries (in person, phone, and email) - Support facility operations by issuing equipment, managing locker hire, and maintaining safe and tidy spaces (including gym floor upkeep) - Process memberships, retail sales, and payments accurately, while providing clear information on services and options - Maintain and update membership and booking systems, ensuring records are accurate and up to date - Provide general administrative support including data entry, filing, stock management, and coordination of basic office needs - Contribute to a positive, safe, and inclusive environment aligned with UC's values and commitment to wellbeing Mōu | Who You Are You are energetic, approachable, and thrive in a customer-facing environment. You enjoy being part of a team, take pride in maintaining high standards, and are confident managing a variety of tasks in a busy setting. You will bring: - 1-2 years' experience in a reception, customer service, or administrative role (sport/recreation environment advantageous) - A strong customer focus with excellent communication and interpersonal skills - Proven ability to multitask and prioritise in a fast-paced environment - Sound problem-solving skills and a high level of attention to detail - Confidence using computer systems, databases, and standard office tools - A proactive attitude and willingness to support both front-of-house and operational tasks (including light cleaning and facility upkeep) - An understanding of, or willingness to engage with, Te Ao Māori, tikanga, and te reo Māori - Alignment with UC's values of manaakitanga, whanaungatanga, and tiakitanga Mahi Ngātahi | Who You Will Work With You will work as part of the UC Sport and Recreation team, collaborating closely with colleagues to deliver a high-quality experience for all RecCentre users. You will engage daily with students, staff, members, and visitors, contributing to a vibrant and inclusive campus environment. Ngā Painga o UC | Why UC At UC, being part of our team means more than just a job. We are committed to supporting our kaimahi | staff's career and wellbeing with benefits designed to help our kaimahi grow and feel connected, supported and valued. UC's Benefits approach is shaped by Ngā Uara | Our Values Whanaungatanga, Tiakitanga, and Manaakitanga. They are designed to be relevant, support and inspire our people, they include: - 5 weeks annual leave +5 days university holidays - UC Parental Leave (up to 9 weeks paid) + 26 weeks Government paid parental leave and onsite childcare facility - generous employer contribution to superannuation (up to 6.75%) - flexible working arrangements - professional development and study opportunities - supportive working environment - a wide range of retail discounts across shopping, entertainment and travel - on-campus staff discounts including UC RecCentre - living in revitalised Ōtautahi | Christchurch, Aotearoa New Zealand - a unique working environment in a beautiful campus with access to UC facilities such as UC RecCentre and Staff Club at discounted rates plus onsite cafés and eateries, and more.