Customer Service Rep - Human Energy

Company Description

Ko wai mātou | About us

Ko tō mātou kaupapa nui ko te tuku atu i tō mātou pūngao ki te wāhi e tika ana, kia whakahaukino kore ai i te rāngai pūngao o Aotearoa me te whakatairanga atu i te #changematters. E kaingākau ana mātou mō tō mātou whāinga matua, ā, e whakahīhī ana anō mātou i te iwi tangata kei muri i a mātou e whaiwhai ana i te whāinga kotahi. Nā runga i tēnei whāinga teitei, tērā pea ka ui ake koe ki a koe anō--ka pēhea tēnei āheinga e tautoko ana i tētehi Aotearoa pai ake, Aotearoa mā ake?

Our purpose is to put our energy where it matters, to decarbonise the New Zealand energy sector and promote #changematters. We are passionate about our mission and proud to have a tribe of people behind us working towards a common purposes. With such an ambitious goal, you might ask yourself – how does this opportunity help support a better, cleaner NZ

Job Description

Kōrero mō te tūranga | About the role

Would you like a job at one of New Zealand’s favourite power retailers? We are looking for our next group of Customer Service Representatives to join the team. At Contact Energy, we reckon we offer the best customer service in Aotearoa.

As a Customer Service Rep you are the face and heart of Contacts customer business! You will deal with everyday kiwis on an inbound phone line, across broadband, electricity, gas, + additional products we might add in future!

Your focus in this role is to deliver outstanding customer experience, initially through our phone channel and later through our digital channels. Some of what you’ll do day to day to achieve this:

• Resolve issues for everyday kiwis for things across high bills, disconnection, credit related issues and other challenging customer situations. You will stay calm during these convo’s so you can get the best outcome for the customer!
• Take the opportunity to check customers are on the best deal and see if there is any other products or plans that Contact offers, that works for them and their family!
• Work across multiple systems to get the right info to help customers and solve their problems!
• Take the technically complex and make it simple as you will be taking customers through setting up and using their broadband and digital tools.

This role isn’t easy but it is rewarding! To top it off we have a really supportive and caring environment here at Contact that will help you thrive. 

Qualifications

A great attitude is first and foremost! We are really big on 360 feedback here at Contact, so that means from your leader/ team mates/ and customers, learning is a everyday occurrence!

Working across multiple systems you’ll need to be comfortable with computers, with a great typing/processing speed to keep up with the mahi!

We aren’t looking for robots and don’t use scripts, so being able to connect with people and hold a convo is a must.

Additional Information

After you apply you will be contacted via email regarding the next steps, please keep an eye on your spam/junk folder!

The process: 

1. After you apply your CV will be reviewed within 2 working days (Monday - Friday). 
2. You will then be shortlisted to have a phone chat with Talent.
3. After your phone chat you will complete a one way video interview.
4. Before moving into a in person interview at our Dunedin office. 

Please note: 

• Multiple roles so apply quick, as you don't want to miss out! 
• This role is based at our Dunedin office.
• Start date is 10th June 2024. 
• Training is the first 8 weeks in office, full time, Monday to Friday 8am-5pm.

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.