Job Description
Work-life balance! Know your roster in advance
Enjoy a monthly wellbeing allowance
Free parking close by - no added expenses!
Your responsibilities
Lead all customer care escalations from Reservations and Branch teams, gathering the right info to assess what happened and provide fair, fast resolutions.
Own the centralised customer care system, ensuring timely, consistent responses that reduce workload for Branch Managers and improve customer outcomes.
Spot patterns and prevent repeat issues by working with the Customer & Sales Excellence Manager on insights, training, and continuous improvement.
Ensure all decisions align with best practice, T&Cs, brand standards, and strategy - collaborating with senior leaders when needed.
Manage escalated refunds and support Tribunal prep, while enabling approved in-branch refund solutions that de-escalate issues on the spot.
Our benefits
We have partnered with Givenwell, giving every team member a monthly wellbeing allowance to spend on whatever supports their personal wellbeing - starting from day one.
We also offer support through OCP, a confidential professional service providing four free sessions per circumstance for anything on your mind.
At the heart of it all: we genuinely care. You’re never just a number here - we value the people who make Snap Rentals simply the best.
Enjoy a monthly wellbeing allowance
Free parking close by - no added expenses!
Your responsibilities
Lead all customer care escalations from Reservations and Branch teams, gathering the right info to assess what happened and provide fair, fast resolutions.
Own the centralised customer care system, ensuring timely, consistent responses that reduce workload for Branch Managers and improve customer outcomes.
Spot patterns and prevent repeat issues by working with the Customer & Sales Excellence Manager on insights, training, and continuous improvement.
Ensure all decisions align with best practice, T&Cs, brand standards, and strategy - collaborating with senior leaders when needed.
Manage escalated refunds and support Tribunal prep, while enabling approved in-branch refund solutions that de-escalate issues on the spot.
Our benefits
We have partnered with Givenwell, giving every team member a monthly wellbeing allowance to spend on whatever supports their personal wellbeing - starting from day one.
We also offer support through OCP, a confidential professional service providing four free sessions per circumstance for anything on your mind.
At the heart of it all: we genuinely care. You’re never just a number here - we value the people who make Snap Rentals simply the best.
💡 Quick Summary
Seeking a career-building opportunity? The Customer Care Manager position is now open for candidates interested in the Customer Care sector. This role in Auckland offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.