Req ID:  3224

Auckland, New Zealand

Date:  16-Mar-2023

Customer Service Representative

Job Description

DFS promises to be the world traveler's preferred destination for luxurious shopping. We offer our customers a carefully curated selection of exceptional products from over 700 of the world's leading brands across multiple categories: fashion and beauty & fragrances and watches & jewelry and wines & spirits. DFS stores are located in some of the world's most iconic destinations - each selected for its unique appeal.


We are currently on the hunt for a highly motivated Customer Service Representative for our Custom House location.


The role:
As a DFS Customer Service Representative you will provide first-class service to our worldwide customers; you will be providing assistance related to general customer enquiries and provide necessary guidance. You will also have the chance to work with our Marketing Team in managing tour groups, coordinating with tour conductors, travel agents etc. to ensure the smooth flow of customers into the store. 

Responsibilities include but are not limited to:

  • Provide customers with concierge services such as transportation arrangements, merchandise deliveries, reservation handling, amongst others services 
  • Maintain up-to-date knowledge of local area services, events and activities as well as knowledge of company product and services in order to effectively make recommendations, answer customer’s questions and service customer’s needs 
  • Take and process telephone, internet orders accurately and efficiently, advising customers of any promotions or specials available to maximize sales on every order 
  • Provide conducted groups with detailed pre-shopping briefing on relevant store information and services  
  • Issue customer shopping cards, ensuring the efficient and accurate recording and data entry of customer’s information 
  • Provide follow up on customer’s requests, including claims and repairs
  • Coordinate with Sales and Marketing team the planning and scheduling of group visits to the store
  • Maintain good rapport and working relationship with the travel agents, tour guides and tour conductors

Key Requirements

  • Prior experience in customer service, hospitality services or luxury brand/boutique is preferred
  • Basic knowledge of computer skills is essential
  • Professional in appearance, language and demeanor 
  • Able to work under pressure in a fast-paced environment and react positively to multiple requests
  • Demonstrate excellent problem-solving skills 
  • Your written communication will need to be of a high standard. 
  • You need to be equally fluent in both English and Mandarin.



  • DFS New Zealand offer world class training for employees who demonstrate the values and commitment that DFS aspire to
  • We also offer a competitive remuneration package
  • A very generous staff discount and opportunities for regular rewards and incentives
  • Discounted health care 
  • Referral bonuses


If you have a passion for luxury products and are known for your professionalism then apply now! 


Due to the high volume of applications received, we are only able to contact shortlisted candidates.

DFS is an equal opportunity employer. It is the Company’s policy and practice to employ, promote and treat all employees and applicants on the basis of merit, qualifications and competency and to provide all employees with a workplace that is free of discrimination. Employment decisions are based on qualifications such as education, work experience and talent, and are made without regard to race, color, gender, religion, age, national origin, marital status, sexual orientation, disability or any other basis protected by law.