Telephone Account Manager - Apply Now
About Computer Help NZ
Computer Help NZ provides friendly, reliable computer support, cybersecurity solutions, data backup services, and repair services to home users and small businesses throughout New Zealand. Our mission is to make technology simple, secure, and accessible for our customers.
We are seeking a motivated and customer-focused Telephone Account Manager to manage a portfolio of approximately 1000 Home and Family Customers and 50 Business Customers. When you join the team, you will help grow customer engagement, retention, and service adoption within our Total Home Membership and Business Membership programme.
The Opportunity
This role is ideal for someone who enjoys building relationships, helping customers, and identifying opportunities to provide additional value and customer protection through trusted technology solutions.
You'll work with an established customer base, meaning most of your sales opportunities are warm and relationship-based rather than cold calling. You will proactively contact customers, arrange onsite computer health checks, renew subscriptions, and recommend services that genuinely benefit customers.
The role also includes answering incoming enquiries, assisting with customer bookings, and occasionally acting as a back-up within our customer greeting and intake area.
Key Responsibilities
Account Management
- Manage and maintain relationships with approximately 1000 customers.
- Contact existing customers to ensure they are receiving maximum value from their services.
- Conduct customer follow-ups and retention activities.
- Maintain accurate customer records and account notes.
Total Home Membership Support
- Schedule onsite technician visits to conduct computer health checks.
- Promote and coordinate membership benefits.
- Follow up with customers regarding technician recommendations and future requirements.
Sales and Renewals
- Renew and manage customer subscriptions including:
- Malwarebytes
- Datto Backup
- Total Home Membership renewals
- Identify upselling and cross-selling opportunities.
- Recommend appropriate products and services based on customer needs.
- Help create sales and marketing campaigns.
- Meet achievable quarterly sales and retention targets.
Customer Service & Administration
- Answer incoming calls from customers requiring repairs, support, or advice.
- Assist customers with booking repair appointments and onsite visits.
- Provide administrative support.
- Liaise with technicians and internal team members to ensure excellent customer service.
Systems & Reporting
- Utilise Microsoft Office applications daily.
- Maintain customer information within company systems.
- Produce simple reports and track customer activity.
- Monitor progress towards individual and team targets.
Skills & Experience
Essential
- Previous experience in customer service, sales, account management, or administration.
- A professional and friendly telephone manner.
- Strong communication and relationship-building skills.
- Good organisational and time-management abilities.
- Comfortable to ask for help when needed.
- Proficiency in:
- Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft Teams or SharePoint
- Social Media
- Ability to learn new software systems and processes.
- Comfortable working independently and managing a large customer portfolio.
Desirable
- Experience in the IT, technology, telecommunications, or managed services sector.
- Experience with subscription renewals and retention activities.
Complete Benefits Summary
Base salary: $26,000 per annum + Up to $8,000 OTE (20 hours per week).
Flexible working: Life creates time pressures & challenges for everyone!
- As a valued team member, we will work with you to build a regular work schedule that works for everyone. And if things change, we will do our best to flex also.
Team Quarterly Bonus: Teamwork at Computer Help is critical. When we win, we win together!
- Up to $4,000 Team Achievement Bonus ($1,000 per quarter).
Individual Sales Commission Bonus: Watch your commission grow with every call!
- Up to $4,000 Sales Commission Bonus based on renewals, membership sales, and product sales. ($1,000 per quarter).
Career Development Benefit: Owning and being accountable for your self-improvement is a win-win!
- Salary increase of $1,000 upon achieving approved and agreed certifications, with certification reviews every six months.
- Ongoing training and professional development.
Family Care Benefit: No Child or Pet should be left behind!
- Up to $200 per child towards approved school camps and educational excursions or towards Vet Fees for your Pets.
Sustainability Benefit: We practice sustainable IT principles inside and out!
- Up to $40 per month towards your gym membership for employees who regularly use sustainable transport options. (Bicycle, Walk, EV etc.)
Community Day: At Computer Help NZ, giving back to the community is part of who we are!
- Our local communities united us all. Employees are entitled to nominate and participate in our Community Volunteer Day. We choose to support our community together and build team connections, strength and resilience.
IT Gear: We think it's important that every family remains connected
- that you and your family have a laptop for dual home/work use. Through the Community Help Project that we built, you will help us deliver refurbished laptops to those most in need.
Email your CV and cover letter to: jobs AT chnz.co.nz
