Customer Service Representative

Company Description

At Contact we want home (both your whare and our wider home of Aotearoa) to be the best place in the world – cosy, connected and happy. That’s why we’re doing our bit to keep home great for us not only now but for generations to come by transitioning to a lower emissions future and delivering great value, great products and great service to our customers. 

It's those great products and services our Customer Service Representatives (CSRs) help our growing number of customers to understand. You'll also resolve any billing queries and even assisting with a smooth change of address. We've also evolved into using a variety of tools (Whatsapp and app chats to name a few) to get to our customers more efficiently and provide award winning service. 
We now have multiple CSR positions based at our Wellington CBD office on Brandon St due to start 10th of March. Its such an amazing opportunity that you should just apply now, but here's a bit more about the role and Contact to really win you over. 

Job Description

Kōrero mō te tūranga | About the role

The CSR role is a combination of selling to & servicing of customers across multiple channels for our current range of products plus any additional products we may add in future.

You'll be responsible for providing excellent experiences at every touchpoint and for every moment that matters to customers. This team has a strong sales-through-conversations focus on acquisition and cross-selling with new and existing customers to provide the best value to them and Contact.

To be successful you will:

• Provide seamless experiences to customers through phone and digital channels.
• Focus on sales through customer inspired conversations.
• Be skilled in using empathy, effective listening and questioning techniques to identify customer service cues and sales drivers, and realise opportunities to add value to our customers, partners and to Contact.
• You’ll be a self-starter and proactive learner who is comfortable with change and a key contributor to making recommendations on better customer experiences.

In return, we can offer you numerous benefits that can significantly enhance your professional experience. Contact provides a collaborative and supportive environment where team members are encouraged to share ideas and innovate. Additionally, Contact emphasises work-life balance, ensuring that employees can maintain their well-being while achieving their professional goals. Our commitment to diversity and inclusion also means that you will be part of a dynamic and welcoming community, where different perspectives are valued and respected.

Qualifications

Ko wai koe | About you

Whether you have previous contact centre experience or are new to the field, your resilience, problem-solving skills, and ability to communicate effectively will be highly valued. We believe in nurturing talent and providing opportunities for growth, so even if you don't meet all the criteria, we encourage you to apply and bring your unique strengths to our team.

Key Attributes:

• Solid computer skills - if you're comfortable using Teams, CRMs etc then that's a great start!
• Strong interpersonal communication skills and active listening abilities.
• Resilience and the ability to handle challenging situations with empathy.
• A proactive approach to problem-solving and decision-making.

Additional Information

The process: 

1. After you apply, your CV will be reviewed within 2 working days (Monday - Friday)
2. You will then be shortlisted to complete a one way video interview please keep an eye on your spam/junk folder! 
3. If we like what we see, we'll be in touch to have a chat to organise an in person interview at our Wellington CBD office. 
4. If we decide to proceed, we'll do the usual background checks (2x references, credit and MOJ) before an offer is made for a start of the 10th of March!

Please note:

• Multiple roles so apply quick, as you don't want to miss out! 
• This role is based at our Wellington office
• Start date is March with an initial 8 week onboarding experience (full time, Monday to Friday 8am-5pm) - if you have any leave/holidays booked - do let us know so we can try and accommodate.
• Following that - a 40 hour week between 9-6 Monday to Friday with 1 in 4 Saturdays rostered on. 

We look forward to welcoming you to our team and supporting your professional journey!

Please note, only candidates with the right to live and work in New Zealand will be considered for this role.

Research shows that while men apply to jobs where they meet 60% of the criteria, women and those in underrepresented groups tend to only apply if they tick every box. We're not about box ticking, so if you think you have what it takes but don't meet everything stated above, please still get in touch. We'd love to kōrero.

Te Mata Hiko (Contact Energy) does not accept any CVs received from recruitment agencies where a formal engagement has not been confirmed and agreed to with our Talent team. In the event that unsolicited CVs are submitted by recruitment agencies, Te Mata Hiko (Contact Energy) reserves the right to contact these candidates directly and consider them for current/future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers.