Customer Service Specialist

2 days ago


Auckland City, New Zealand Mercury Full time

Tiakina te anamata, mā te tūhono i ngā tāngata me ngā wāhi o te inamata. Taking care of tomorrow: connecting people and place today

Mercury is a bold future focused organization, providing energy and telecommunications to more Kiwis than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our purpose which pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand.

**The Opportunity**:
We are looking for Customer Service Specialists to work within our Contact Centre team. You will support our customers throughout Aotearoa providing them with industry leading service across our different service channels.

**Key Accountabilities**:

- Resolve issues such as high bills, credit related issues and other challenging customer situations. You will use your exceptional customer service skills to get the best outcome for the customer.
- Keep up to date with product and company knowledge, and other duties as assigned.
- Be a digital advocate, demonstrate sound knowledge of the company's digital solutions, the ability to problem solve and educate customers.

**We are looking for**:

- Experience in a customer service environment, whether that's contact centre, retail, reception, or hospitality.
- A strong communicator with the ability to bounce back from challenging conversations.
- The ability to look at the big picture and use creative problem solving.
- Intermediate computer skills, and the ability to learn new programs and databases, and move fluidly between them.
- The ability to work to a schedule.
- A friendly and professional attitude is a must

**Need to know**:

- Your shifts will be rostered between the hours of Mon - Fri 8.00am - 7:30pm, and Sat - Sun 8.00am - 8.30pm.
- You will need to be available to work from one of our modern offices located in Tauranga or Newmarket, Auckland.
- Your induction will consist of a 5-week training period which will give you the opportunity to learn about all of our great products, and listen to some of our established agents kōrero with our customers, before you take your own first calls supported by your trainers and mentors.
- You will have the opportunity to work some days from home & the office once you are established in the role (we require you to be full time in the office for at least the first 6 months). Hybrid working will then begin on a trial basis.
- The start date for this role is the 10th of March.

**Mercury Offers (full benefits are listed on our Career Page)**:

- Additional 5 days leave per annum (MyDays)
- $400 one off tax-free payment towards setting up your home office
- A diverse workplace where your unique abilities and talents will be recognised and encouraged
- Annual salary reviews with excellent parental leave policy, with the option to purchase additional leave
- The opportunities, career paths and facilities associated with working for one of New Zealand's multi utility providers
- Discounted health insurance and free life and income insurance
- Excellent well-being programme including up to $100 annual check ups and confidential assistance programme
- Gender affirmation leave and supportive bereavement leave to be taken when you lose anyone close to you, including your pet

Mercury is a learning organisation that is committed to providing you with opportunities to grow and develop that will benefit you now and in the future. Part of your role includes building your skillset and mindset through a variety of ways. We believe this creates an energised, innovative and agile work environment where you will feel valued.

**Job Details**:

- Reference #
- 38380
- Posted
- 13 Jan 2025
- Closing
- 24 Jan 2025 17:00
- Location(s)
- Auckland, Tauranga
- Expertise
- Contact Centre, Customer Experience (CX), Customer Service
- Job level(s)
- Entry & Apprenticeships, Experienced
- Work type(s)
- Permanent full time



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