Customer Service Officer - Kathmandu
1. Call Centre & Customer Service
2. Call Center Operator
3. Canterbury
4. Permanent / Full Time
18 Jul 2025
5. We are BCorp certified- Sustainability is at the heart of everything we do
6. Great benefits including paid parental leave and generous staff discounts
7. Career opportunities throughout Australia & New Zealand
About Kathmandu…
Kathmandu is a leading global outdoor lifestyle brand whose journey began in Aotearoa New Zealand over thirty years ago, born out of the passion for the outdoors. We’re on a mission to improve the wellbeing of the world by getting more people outdoors, because nature has a positive transformative effect on us all. It makes us more happy, open, free and fun. And that’s why we’re all about creating the best sustainably made outdoor gear - to get people to experience nature’s benefits more often.
We've been out there for over 30 years living our best lives. Now you can too. Join us on our mission to improve the wellbeing of the world through the great outdoors.
A little bit about the role:
We’re on the hunt for tech savvy, creative and e-commerce focused Customer Service Officers to join the Kathmandu team based at our Christchurch Support Office. It is not your normal Customer Service Officer role, you won’t just be answering phone calls (although you will have to do some of that) you’ll be selling our top quality and sustainably sourced gear by using your e-commerce and tech skills to navigate your way around our 3rd party shopping platforms and e-commerce systems to provide the best possible customer service to our customers who are based all over the world from Europe to the US, South America and Australasia!
Day to day you will be:
8. Answering queries from customers
9. Actively seeking solutions using our online systems
10. Responding to online enquiries through emails, live chat and phones
11. Working with Key Stakeholders to find innovative and creative solutions to problems
12. Processing returns including refunds and exchanges
13. Providing support to New Zealand and Australian stores
14. Displaying the Kathmandu values of Joyfulness, Openness and Courage at all times
Who you are:
You will be a problem solver, and an initiative user, you’ll be able to think on your feet and find a solution to each query that comes your way, via a multitude of channels. A genuine passion for the outdoors, Kathmandu customers, our products and our brand will be essential and the ability to multitask and jump from system to system to find what you or your customer is looking for will see you successful in this role.
This is what you'll need:
15. The ability to perform well in a self-directed and fast-paced environment, stay enthusiastic and self-motivated with a can-do attitude, particularly under pressure
16. Experience in a fast-paced customer contact environment, preferably retail and/or online
17. Experience with e-commerce ordering processes, including RMA/returns and using 3rd-party platforms
18. Excellent attention to detail, strong computer skills and high energy levels
19. A good level of proficiency with systems, including MS Office and web-based applications
20. Conflict resolution, problem solving and interpersonal skills with an ability to look at the big picture
21. Outstanding verbal and written communication skills
22. Be available to work full time on a shift roster between the hours of 8am-10pm, Monday to Saturday.
23. Experience with live chat and providing customer support through social networking is also desirable