Customer Support Representative

About Builderscrack:

Since 2007, Builderscrack has been New Zealand's leading home improvement marketplace, connecting homeowners with trusted tradies. Whether it's a quick repair or a full renovation, over 831,000 jobs have been posted on our platform, helping Kiwis get the job done right.

Tradies use Builderscrack to grow their business, win quality leads, and build a steady pipeline of work. We've been proudly featured in publications like Property Investor, Homed, OneRoof, and The Block, and recognised by trusted consumer voices like Fair Go.

As part of the hipages Group (ASX-listed in Australia), we're on a mission to make home improvement effortlessly efficient for everyone.

Why Join Us?

• Prime office location on Victoria Street in the CBD
• Hybrid working model
• A supportive, inclusive and values-driven culture
• Opportunities to grow and make an impact
• Regular team events, birthday leave, and more
• $150 tradie allowance every 6 months when using a tradie through the Builderscrack platform
• Claim up to $100 per annum on any wellbeing related expenses
• Birthday leave: An extra day of annual leave!

About the role:

This Customer Support Representative will play a key part in administrative functions and managing client enquiries, ensuring all client needs are met in a professional, friendly and timely manner. You'll be joining a high-performing team who collaborates effectively with all other departments within the business.

How you will add value:

• Responding to and resolving tickets (online written communication) for both system-automated tasks and enquiries from our customer base.
• Outbound phone support, as requested, to proactively discuss and solve problems with customers or to provide account management (e.g. helping people set up their account).
• Tradesperson account verification.
• Payment reconciliation, overdue invoice and debt collection related tasks.
• Job auditing.
• Using and contributing to improvement of internal Builderscrack operating tools.
• Using initiative to identify opportunities and efficiencies that would be beneficial for the business.
• Product testing and input, including creating specifications of new features.
• Contributing to the improvement of a customer support staff induction template.
• Other tasks relating to support and the business.

About you:

• At least 2 years experience in an office, administration or reception role.
• Excellent written and verbal communication in a calm and composed manner.
• Confident with software applications and capable of learning a custom CRM system.
• Ability to think on your feet and problem solve in a fast paced environment.
• Conflict resolution experience is an advantage.
• High emotional intelligence and resilience.
• Understand client needs and implement a proactive approach to customer support.

Take a look inside our home:

• Close-knit diverse family of bright, respectful, collaborative members who love to solve problems and jump on new opportunities
• Strengths-based organisation with in-house coaching to help you leverage what makes you special
• Brand new 300 sqm office with views of the park and city, located among great cafes, restaurants and pubs
• Social connection focus: regular social events and gatherings
• Be part of and connect with hipages Group, an Australian Great Place to Work certified company

Sounds like home? Don't miss out, Apply Now!

We prioritise Diversity:

Innovation & Collaboration are two important core values at hipages which both cannot be achieved successfully without a diverse and inclusive team. We don't expect you to be an expert in all areas and we are more interested in learning about you as a person, a team member and a leader.

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other minority groups tend to only apply when they check every box. So if you don't tick every single box above, but you think you would be a great fit for the role and the hipages team, we encourage you to apply, we would LOVE to hear from you!

We are a Circle Back Initiative Employer – we commit to respond to every applicant.

#LI-DS1 #LI-Hybrid