Customer Liaison

Are you ready to be Kin-at-i-can? We're looking for a Customer Liaison to be a responsive, reliable point of contact for our New Zealand clients, resolving enquiries through our support channels with accuracy and care. Alongside frontline support, you'll own a set of operational activities that keep client order processing accurate and on track behind the scenes. This role suits someone equally comfortable on the phones and working independently through detail-focused desk activities, with strong prioritisation across both. It's a support and operations role, not an account management position: the focus is accurate , timely service delivery and reporting, not managing client relationships end to end or attending client meetings. This is a fully remote role, based in New Zealand. OUR TEAM'S STRENGTH COMES FROM EVERYONE'S INDIVIDUALITY You'll bring: A client-centric mindset, with a genuine interest in customer satisfaction and a commitment to delivering exceptional service Strong attention to detail, with organisational skills and a commitment to accuracy in order processing and reporting A proactive approach to problem-solving, with knowledge of Kinatico products and services and a willingness to identify and resolve client and process issues Confident, professional communication, both verbal for phone-based support and written for internal reporting A collaborative approach, able to work cross-functionally and escalate appropriately when issues sit outside scope Mature working habits, with strong time management, self- direction and the ability to prioritise across live support work and independent desk-based activities You'll also have: Proven experience in a client-facing support role within a SaaS or technology-driven environment A track record of delivering responsive, high-quality support in a fast-paced environment Familiarity with SLA management and status reporting Experience with Kinatico products (preferred, not essential) Proficiency in Microsoft Office Suite, including Excel DELIVERING THE GOOD, STRIVING FOR THE GREAT Customer Support Provide responsive, accurate support to New Zealand clients via phone and support queues, triaging and resolving enquiries at first contact wherever possible, and escalating complex or technical issues to the appropriate team member Operational Excellence Maintain proactive operational performance, ensuring SLAs and quality standards are consistently met across support and reporting responsibilities Process Improvement and Quality Identify opportunities to improve service delivery and reporting accuracy, participating in quality assurance activities and case reviews as required Order Accuracy Management Identify and correct order discrepancies arising from client system integrations, ensuring accurate order processing on behalf of key accounts Client Status Reporting Prepare and maintain accurate , timely status reporting on order and verification progress for assigned accounts, a reporting function only, with no attendance at client meetings Other Activities as Directed by Your Manager Bring agile, adaptable behaviours to additional activities and projects as required You'll be allocated responsibility for a specific group of clients for order accuracy and status reporting purposes. ARE YOU READY TO BE A KINATICAN? Where our passion, talent, delivery and impact collide, our purpose lives. We power insights for better, safer workplaces, helping organisations truly know their people. We are a leader in Reg-Tech across Australia and New Zealand, and we are just getting started. A team that genuinely invests in your growth, with regular development conversations and real room to own your career path Recognition that means something, from KinatiKudos shoutouts to a culture that celebrates wins big and small Free access to an Employee Assistance Program, plus retail discounts to support your wellbeing A purpose-led mission you will feel every day, our technology helps keep workplaces safer and more compliant The stability of an ASX-listed company with the energy of a high-growth Reg-Tech business At Kinatico , we believe the best teams are built from diverse perspectives and growth mindsets. Research shows that while men apply to roles when they meet around 60% of the criteria, women and other underrepresented groups often wait until they tick every box. If you are excited about this role but do not meet every requirement, we still want to hear from you. Let's have a chat and explore the possibilities. Apply Now!