Customer Service Representative

Te Whiwhinga mahi | The Opportunity

This is a role with real energy to it. You’ll spend your day talking with customers, solving problems, thinking on your feet and helping make things feel simpler when they might otherwise feel stressful or confusing.

You’ll begin by supporting customers through inbound phone conversations, and over time you’ll build capability across our digital channels too.

In this role, you’ll:

• Support customers across electricity, gas and broadband through clear, helpful conversations.
• Help customers with a wide range of needs, including billing queries, moving house, credit-related issues and more complex situations.
• Use empathy and strong questioning to understand what’s really going on and guide the conversation to the right outcome.
• Stay calm and solutions-focused in challenging or emotional conversations.
• Make complex information easy to understand, including products, plans and digital tools.
• Work across multiple systems while balancing accuracy, speed and customer care.
• Keep learning as our products, tools and ways of working continue to evolve.

Some conversations will be quick and straightforward. Others will need more from you, more patience, more thinking, and more care. That’s what makes this role meaningful. It’s not about following a script, it’s about showing up, thinking for yourself, and helping customers feel like they’re in good hands.

A few extra things to note:

• This role is based at our Dunedin office
• Start date is 10th August with an initial 8 week training program, Monday to Friday 8am-4.30pm.
• Following that a 40 hour week between 9am-6pm Monday to Friday (you will be working one Saturday every four weeks).