Customer Service Representative, Kaihāpai Moni Oranga, Henderson Contact Centre

As the first point of contact for our clients, you'll provide inbound phone-based support to a diverse range of people. You'll use empathy and active listening to understand their needs and help navigate often complex situations.

Your responsibilities will include:

• Guiding clients through their queries and providing effective solutions.
• Making important decisions to ensure clients receive appropriate support.
• Maintaining professionalism in sensitive situations where requests cannot be granted.
• Keeping callers informed while ensuring they feel respected and understood.
• Our robust training program will set you up for success, helping you to confidently problem-solve and make a meaningful impact in your community.

Hear from some of our CSRs here:  Customer Service Representative Insights

What you'll need to succeed | Ko ngā mea ka hiahiatia e koe kia angitū

• Personal resilience: Ability to look after your own wellbeing so you can support others effectively.
• Interpersonal skills: Warm, engaging, empathetic, and understanding in all interactions.
• Critical thinking: Ability to identify needs and offer tailored solutions, recognizing that one size does not fit all.
• Self-awareness: Awareness of your own values and beliefs, and how these impact others.
• Growth mindset: A commitment to learning and growing so you can deliver the best outcomes for whānau.
• Empathy and communication skills: You enjoy meaningful conversations, understand client needs, and communicate with cultural sensitivity.
• Resilience and adaptability: You're able to stay positive and composed, even in challenging situations.
• A willingness to learn: You embrace change, adapt to new technology, and seek personal and professional development.
• Attention to detail: You work efficiently, accurately, and make sound decisions.

• Annual salary progression every October.
• Access to employee wellbeing programs, including the Employee Assistance Programme (EAP).
• Discounted Southern Cross Health Insurance.
• Capability Development Framework to support your career aspirations.
• Accident insurance coverage while on the job.

You'll work 37.55 hours per week, over 5 days, rostered across the following times:

• Monday to Saturday: Between 6:30 am – 10:00 pm.
• Standard operating hours: Monday to Friday, 7:00 am – 6:15 pm; Saturday, 7:30 am – 1:30 pm.

We work on a no surprises basis, ensuring your scheduled shifts are communicated well in advance. Flexibility is essential during emergencies or national responses.

How to apply | He aha e whai ake nei

Click the "Apply" link to submit your updated CV and cover letter. You will be prompted to answer this application question: 

What is one word that best describes you in a professional setting? Why did you choose that word?

Tip: Submit your application early, as we will shortlist continuously. Ensure your CV is updated and take the time to answer the application questions thoroughly. Please do not use any AI tools to answer.

Key recruitment dates:

To ensure our successful candidates can start on Monday, 17 February 2025, we are working towards the following key dates:

• Applications close: 8th December 2024, at 11:59 pm.
• If you are shortlisted, you'll be invited to complete a virtual video assessment, starting from 2nd December 2024.
• Interviews: Held at the Henderson Contact Centre from 7th January 2025.

• To be considered, you must be a New Zealand Citizen or Permanent Resident at the time of application.
• For more information or a confidential discussion about the role, contact Sandra Yu at Sandra.Yu001@msd.govt.nz.

http://www.msd.govt.nz/hr/documents/position-descriptions/dce-service-delivery/contact-centre/customer-service-representative.docx

Salary range: $60,707.00 - $72,990.00