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Csr - Contact Centre

1 month ago

Auckland City, New Zealand Auckland Council Full time

**Channel excellence and contribute to Tāmaki Makaurau**:

- **Be part of a great team of people who find solutions for our customers**:

- **Permanent full-time & part-time positions, Manukau location**

**He angitūtanga: The opportunity**

We are excited to recruit for the next batch of **CSR Contact Centre** agents to join our growing team and maximise the customer experience by providing accurate information, advice, and service to all external and internal customer enquiries received through telephone channel on matters relating to services provided by Auckland Council.

**Key Responsibilities**:
Respond promptly and accurately to internal and external requests for information received by phone.

Provide appropriate information on statutory and Council requirements, effectively action:

- Telephone based payments; incl. direct debits set up
- Parking related enquiries, such as traffic infringement payment procedures and infringement dispute process
- Dog related enquiries such as registration and advise dog infringement notice procedures
- Property related enquiries including property valuation information and rates enquiries on payments and rebate procedures
- Building consent queries and if required escalate customer to planning/building or appropriate contact
- Environmental enquiries such as waste and recycling
- Health related enquiries or concerns

Effectively action enquiries, accurately log requests for service jobs in the system and monitor progress through to closure for:

- Notification advice of public space issues e.g., flooded drains, fallen trees, graffiti
- Log all request for investigations e.g., noise complaints, unhygienic business practices, into system
- Escalate stalled jobs if necessary to appropriate contacts

**He kōrero mōu: About you**

**To be effective in this role, we are looking for someone with**:

- A well-spoken phone manner and can easily connect with people
- Good research skills and an ability to learn fast
- Resilient, punctual, and can quickly adapt to a constantly changing environment with multiple priorities (highly regarded)
- Previous contact/call centre experience is an advantage

Click here to access the position description.

We are a **24-hour, 7-day-a-week **contact centre with** full-time & part-time** shifts available.
- Factors that will be considered for approval include (but are not limited to) the area of Auckland where you live, the timing of your shift, and your performance at work._

**Available Shift Patterns**

**1**

Friday (8-hour shift), Saturday (8-hour shift), Sunday (4-hour shift).

Part-time, 20 hours per week.

Evening shift (starts between 1:30pm-5:00pm)

1-2 available

**2**

Friday (8-hour shift), Saturday (4-hour shift), Sunday (8-hour shift).

Part-time, 20 hours per week.

Evening shift (starts between 1:30pm-5:00pm)

1-2 available

**3**

Friday (8-hour shift), Saturday (8-hour shift), Sunday (8-hour shift).

Part-time, 24 hours per week.

Evening shift (starts between 1:30pm-5:00pm)

1-2 available

**4**

Friday (8-hour shift), Saturday (8-hour shift), Sunday (4-hour shift).

Part-time, 20 hours per week.

Morning shift (starts between 7am-9:30am)

1-2 available

**5**

Friday (8-hour shift), Saturday (4-hour shift), Sunday (8-hour shift).

Part-time, 20 hours per week.

Morning shift (starts between 7am-9:30am)

1-2 available

**6**

Friday (8-hour shift), Saturday (8-hour shift), Sunday (8-hour shift).

Part-time, 24 hours per week.

Morning shift (starts between 7am-9:30am)

1-2 available

**7**

Saturday - Wednesday.

Full-time, 40 hours per week.

Evening shift (starts between 1:30pm-5:00pm)

3 available

RDO: Thursday & Friday.

**8**

Wednesday - Sunday.

Full-time, 40 hours per week.

Evening shift (starts between 1:30pm-5:00pm)

2 available

RDO: Monday & Tuesday.

**9**

Tuesday - Saturday.

Full-time, 40 hours per week.

Evening shift (starts between 1:30pm-5:00pm)

2 available

RDO: Sunday & Monday.

All successful recruits must be available for six (6) weeks of full-time training, Monday to Friday, 9:00 am to 5:30 pm, after which you will start working as per your schedule.

**Ngā āhuatanga kei a mātou: What we offer**

You can expect variety in your work and will be given ongoing learning and career development opportunities. As Auckland's largest employer, we embrace diversity and encourage well-being at all levels of life. You will also have access to a range of fantastic Auckland Council benefits, and a range of other partnership discounts

**Applications close: Monday, 27 February 2023 at 11:59 p.m.**
- Auckland Council strongly encourages our employees to be fully vaccinated._

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