Customer Success Consultant
About the role
As a Customer Success Consultant, your primary role is to deliver outstanding service to ADT customers. The role will deliver end-to-end customer support across calls, technical troubleshooting, job booking and billing - operating as a single team with Monitoring to deliver a seamless customer experience. Ultimately, you will help drive customer satisfaction, revenue growth and retention.
Key responsibilities
Provide prompt, accurate, and friendly assistance to customers by phone, email, or chat
Answer inbound customer and technician calls with professionalism - provide fast, accurate help for general enquiries, faults and service requests
Deliver warm transfers and handovers to specialists or other teams/departments with full context so the customer experience is seamless
Minimise enquiries needing higher-level support through effective first-contact resolution
Troubleshoot basic technical issues (alarm panels, keypad/user access) and resolve where possible on first contact
Book and schedule field technician visits in SalesForce, confirm parts availability and ensure appointments include travel allowance and correct ETA
Accurately record case notes, call outcomes and job details in Salesforce to support billing, auditing and handovers
Use SalesForce Cases as the single source of truth for all customer communications
Develop rapport with customers, technicians, and internal stakeholders to foster trust and loyalty
Comply with ADT Zero Harm Vision and integrated Management System
About you
Customer-First Mindset - Passionate about delivering exceptional service with empathy, patience, and a solutions-focused attitude
Excellent Communication - Strong verbal and written skills; able to de-escalate frustrated customers and explain technical information simply
SalesForce Proficiency - Comfortable navigating Cases, tasks and dashboards; able to learn new SalesForce features quickly
Organised & Detail-Oriented - Able to keep multiple job schedules, case updates and follow-ups in a fast-paced environment
Team Player - Works collaboratively, shares knowledge freely and supports peers to meet collective goals
Adaptable & Self-Motivated - Able to juggle inbound calls, outbound follow-ups, and ad-hoc administrative tasks without constant supervision
Time Management - Skilled at prioritising tasks to meet KPIs while taking scheduled breaks
Technical Aptitude - Basic understanding of security systems and installation processes; comfortable learning new technical procedures
Bachelor's degree in relevant subject i.e. Business Administration, Computer Science or similar
Significant experience in the same position or within the security industry for five + years
About us
At ADT we strive to be Australasia's leading security and safety monitoring partner. Through living our values of Transparency, Inclusiveness and Excellence, we have a responsibility to ensure that all of New Zealand recognises ADT as the leader in the security industry.