Human Energy - Customer Experience

Company Description

Te Tākinatanga | Our Story

Ko tā Contact e whakapono nei, ko te taiao tonu te taonga nui katoa o te ao.

Koinei mātou e whai atu nei kia mahue atu i a mātou tētahi ao hauora ake, tēnā i te ora i kuhu ai mātou.

He pakihi whakarato hiko, kamupene waea, engari arā kē atu anō ā mātou taha.

Kei te whakawhanake mātou i ā mātou mahi ake, i ngā ara hoki e whai hiko ai a Aotearoa, kei te kōkiri kia tukua te hiko tukurua, ā, kei te whakaputa i tētahi wheako matihiko mō ā mātou kiritaki kāore anō kia kitea i tēnei whenua.

He tīma kotahi mano mātou nō ngā hau e whā, e ngākau nui ana ki ā mātou mahi, e aroha ana tētahi ki tētahi, e ako ngātahi ana, e whakapono tahi ana ki ā mātou tikanga ārahi: mā te manaaki kia toa, ka mana te katoa.

At Contact, we believe home is the most important place in the world. It's all part of our vision to leave Aotearoa better than we found it. We’re a power and telecommunications company, but we’re so much more than that. We are transforming the ways we mahi, and how Aotearoa is powered, leading the charge on renewable energy and digitising customer journeys in ways not yet seen here. A team of 1000+ from all walks of life who love what we do, look out for each other, and learn from one another every day, we’re stoked to be guided by our tikanga: we touch lives to make life better.

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, mobile and any 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. Check out our video at the bottom of the page to get a feel for who we are! 

Qualifications

Ko wai koe | About you

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!

A minimum of 1 year experience in a customer service role, this could be from any industry or background!

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. If we think you have the goods based on your CV, we will invite you to complete an online one way video interview
3. Once we've reviewed your video interview then we'll be in touch. 
4. The final step being an in person interview at our Wellington office. 

Please note: 

• Multiple roles so apply quick, as you don't want to miss out! 
• This role is an on site role based at our Wellington office (Brandon St).
• Start date is Monday 14th October 2024. 
• Training is the first 8 weeks in office, full time, Monday to Friday 8am-5pm.

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.