Customer Care Specialist (Fixed Term until 3rd of May 2026)

JobsCloseBy Editorial Insights

TWG is seeking a fixed-term Customer Care Specialist to 3 May 2026, onsite in Hamilton, delivering 40 hours per week between 8 am and 7 pm with occasional weekend shifts. You will support customers across the Warehouse and Warehouse Stationery online stores using live chat, phone and email, with a focus on fast, accurate resolutions and friendly, professional service. Key duties include active listening, building rapport, switching seamlessly between channels, efficient case management, and up to date product knowledge to ensure reliable information and strong KPI performance. The most important qualities are a genuine customer service passion, reliability, teamwork, and a Think Customer Own It Do Good mindset. To apply, tailor your CV and cover letter with concrete examples of multi-channel support, time management and attention to detail, and show your availability for fixed-term work and weekend rotations; also highlight comfort with live chat tools and handling pressure gracefully.

Company Description

Our purpose is simple; helping Kiwi’s live better every day.

The Warehouse Group (TWG) has grown to be New Zealand’s largest retailer and not to mention a Kiwi classic brand! Every day we live and breathe our core values to guide our conversations, actions and decisions, Whakaarohia te Kaiutu (Think Customer), Mahi I ngā mahi pai (Own it) and Kia haepapa (Do Good).

With these core values, we continue to shift our business radically daily, working towards our vision to make sustainable living easy and affordable for everyone!  

Job Description

We are looking for someone to join our team and walk the talk of providing excellent customer service to our customers across the Warehouse and Warehouse Stationary online stores!

This Customer Service role differs from most in that we utilise the latest live, online chat technology to support our customers as well as traditional phone and e-mail support.

As a Customer Care Specialist your key responsibilities will be:

• Managing customer enquiries with a strong resolution focus.
• Building rapport with customers by active listening and a warm, professional tone. 
• Adapting from phone to email when required.
• Running efficient case management and follow-up within agreed timeframes.
• Keep up to date with processes, procedures and products to ensure accurate information is provided.

This is a fixed Term position until the 3rd of May 2026. 

Qualifications

Firstly, you are passionate about customer service! While it would be ideal if you had some contact centre experience, we are interested in those who live and breathe our values and can;

• Really own it and be a reliable and responsible team member who can work independently while working collaboratively in a team.
• Have exceptional customer service, whether you have contact centre, retail, hospitality experience or no experience at all, we are looking for people who think customer in everything they do!
• Keep a do-good mindset and be able to use high attention to detail, and maintain a high level of service while working under time constraints.

To succeed and feel at home, the successful candidate will have:

• Exceptional customer service skills, with a customer-centric mindset.
• Excellent communication skills (written and verbal) – a clear, calm, well-spoken phone manner and ability to listen.
• With your naturally empathetic and resilient nature, you’ll be able to stay positive even when the pressure may be on.
• Computer literate with a strong eye for detail
• Up for the challenge of working to target and KPI’s
• adaptable and of course passionate about our customers!

You will need to be available to work 40 hours per week,  between 8am to 7pm and be able to work some weekend days until the 3rd of May 2026

This is an onsite role, shifts of 8hrs x 5 days per week. (Hybrid work is not available)

Additional Information

By joining our diverse team, you will work among other customer champions with some good fun, laughs and team comradery along the way.  This role is an excellent foot in the Warehouse Group door! You will  be exposed to the latest technology, work in a diverse and energetic team while taking advantage of our company benefits such as:

• Career opportunities that come with a company our size!
• Take your birthday off - paid!
• Staff discounts across all of our brands!
• Fully paid Jury Service