Title:  Customer Service Representative

Ko tō tūranga – your role

Join our awesome Frontline whānau at One NZ, where you’ll ensure our customers’ needs are met with expert advice and tailored solutions. Embrace our “Let’s Get Connected” spirit by delivering high standards of customer experience, resolving issues promptly, and making every interaction count across various channels. Be the voice our customers trust, owning every relationship and contributing to our team’s success.

This role is based at our Christchurch CBD Support Office, where you’ll enjoy flexibility of a rotation roster from 7am to 10pm, Monday to Sunday, including Public Holidays! As part of this recruitment, we will also be looking to add to our Red Connect team, so we are also particularly keen to hear from those whose skillset includes speaking Mandarin.

We’re excited to welcome you into our whānau, so please ensure you’re available to start on Monday, 10th March 2025, as this role has a set start date.

Please note that our Talent team are exercising our freedom to spend quality time with our whanau during the holiday season. Therefore, we will be in contact with you upon our return from the week of the 13th of January 2025.

Ko tō mahi – what you’ll do

• Deliver a high standard of customer experience resolving service/ technical issues in a timely manner.  Actively diagnose, troubleshoot and where required, engage with appropriate experts within the team for additional support
• Ensure new sales and service orders for accuracy, and that customer expectations are aligned (i.e., service activation or change, or customer billing)
• Respond to all customer interactions via a variety of channels (such as voice calls, online chat, emails, social media), and identify appropriate solutions
• Own the customer relationship and communications where first contact fix is not possible, including any case management required 
• Make a positive impression with the customer through every interaction, including contributing successfully with team and individual goals.
• Actively contribute to knowledge sharing and learning across the team to resolve more customer calls first time

Na tōu rourou - what you’ll bring

Our ideal candidate is customer obsessed in mindset with excellent communication skills. You’re a logical thinker, flexible in attitude and who is curious and driven to help customers as the core of what you do. 

You will also bring:

• Proven ability to determine priorities, to meet or exceed customer requirements and expectations. 
• Confidence in managing multiple customers & cases from simple to complex 
• Motivation to stay current with technology & pursue informal learning (on the job, via colleagues) to deepen your knowledge
• Technical understanding / knowledge of products and services. 
• Experience/knowledge in social media chat 
• Sound levels of computer literacy & keyboard skills
• Comfortable working Hybrid ways of working (Home and Office), rotational shift: 80 hours per fortnight.  Our business operating hours 7am to 10pm (Mon to Sun), NO GRAVEYARD SHIFT. 

Nā mātou te rourou – what you’ll get

Most roles allow flexibility to work from home and flex your hours to ensure you have time for those priorities outside of work. Joining the One NZ whānau will stretch you, challenge you & provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting & innovative technology, & gain opportunities for learning beyond Aotearoa. 

You will also get:

• Comprehensive training, coaching and mentoring 
• Freedom of Flexible ways of working - Example: 3 days onsite and 2 days from home
• A fully subsidised Southern Cross health insurance cover for you and your family.
• 4% KiwiSaver employer contribution, an extra 1% more than the statutory minimum.
• Laptop, unlimited data plan, market leading cell-phone for business or personal use.
• Lifestyle leave where you can purchase an extra week or two of annual leave.
• Discounts on One New Zealand products, services and much more!

Ko mātou tēnei – our organisation

At One New Zealand, our purpose is to help create a better-connected Aotearoa. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders.  

We are also proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau. 

We’ve got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.

Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others.