Title:  Customer Service Representative- Farmside

Ko tō tūranga – your role

As part of the One NZ organisation we have our dedicated Farmside Customer Service team. As a Customer Service Representative withing the team, you are responsible for providing Farmside customers with first line support via our phone and email channels.

We strive for a customer experience where we deliver on first contact resolution and outstanding customer experience. The role may also include proactive outreach to Farmside customers and working through a variety of touch points to resolve outstanding queries.

Please note this is a full-time (40 hours per week) role, you will be required to work on a roster to cover operating hours between Monday – Saturday, 8:30am – 7:00pm.

Ko tō mahi – what you’ll do

• Timely resolution to customer’s issues which would include but not limited to: Billing, Relocations, Installation, Email Support, Provisioning Services
• Resolve customer queries, escalate when needed, and maintain strong product, billing, and provisioning knowledge to deliver exceptional customer service
• Monitor and report on market activities & customer feedback, and provide relevant feedback to management.
• Maintain a high level of data entry accuracy and respect database integrity and privacy.
• Treat any customer enquiry, whether by phone or email, in a time critical manner. Take ownership and follow up, no matter how small.
• Helpdesk diagnostic support for Voice, fibre, DSL, Email, Satellite, Wireless, POTS, Mobile and any other product as sold and supported by Farmside.
• Respond and follow up on customer queries and concerns on such occasions where First Call Resolutions (FCR) is not achievable.

Na tōu rourou - what you’ll bring

• Customer Focus: Is dedicated to meeting the expectations and requirement of internal and external customers; gets first-hand customer information and uses it for improvement in products and services.
• Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions, can see hidden problems and is able to make sound decisions based on information given.
• Organisation and Time Management Skills: Manages resources to get things done. With the ability to develop multiple activities at once to accomplish a goal. Uses resources effectively and efficiently arranges information in a useful manner.
• Teamwork: Works cooperatively and effectively with others to set goals; is seen as a team player; is cooperative and encourages collaboration.
• Composure: Is cool under pressure, does not become defensive or irritated with times are tough. Can handle stress and is a settling influence in a crisis.
• Strong customer service experience with proven passion for sales (especially upselling and cross selling) and problem solving. Along with an understanding of networks, emails and mobile.
• Proficiency in Microsoft Word, Excel and Outlook.
• Excellent written and verbal communication skills.

Nā mātou te rourou – what you’ll get

• One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
• A fully subsidised Southern Cross health insurance cover for you and your family.
• 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!

At One New Zealand, we have a clear purpose to create a better-connected Aotearoa. 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.

Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

Ko mātou tēnei – our organisation

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

We proudly 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.

Farmside - Designed for rural

Farmside is New Zealand’s leading rural telecommunications supplier and provides rural Kiwis with access to the telecommunications services they need to improve productivity, save time and enjoy a better lifestyle. With the backing of the One NZ network, Farmside makes the good life great through constantly advancing rural connectivity. Based in Timaru, our team are rural too, which means we understand the importance of connectivity, wherever you choose to live, work and play.

Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e ki atu he tangata, he tangata, he tangata.

“If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”