Customer Service Specialist

2 months 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 organisation, providing energy and telecommunications to more Kiwi 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**:
Due to internal promotions we are looking for Customer Service Specialists to work with our awesome team and customer base. The Service Hub is the ideal place to start your career in Mercury as it gives you exposure to learn about the various facets of the business

What you will be doing:

- Work in our contact centre to assist with a variety of enquiries such as helping customers understand their bills, moving services, reporting faults and everything in between.
- Investigate queries with other departments to ensure a wonderful resolution for our customers.
- Keeping up to date with product and company knowledge, and other duties as assigned.

**We are looking for**:

- Experience in a customer service environment, whether that's retail, reception, contact centres, or hospitality.
- 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.
- Comfortable working to a schedule.
- A strong communicator with the ability to bounce back from challenging conversations.
- A friendly and professional attitude is a must

**Need to know**:

- Your shifts will be rostered between the hours of Mon - Fri 7.30am - 7:30pm, and Sat - Sun 8.00am - 8.30pm.
- You will need to be available to work from one of our swish new offices located in either Auckland or Tauranga.
- Your induction will consist of a 5-week training period with your new whānau, 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 3 months). This will begin on a trial basis.
- The start date for this role is the **11 November 2024**

**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 #
36780- Posted
16 Sep 2024- Closing
14 Oct 2024 17:00- Location(s)
Auckland, Tauranga- Expertise
Contact Centre, Customer Experience (CX), Customer Service- Job level(s)
Entry, Experienced- Work type(s)
Permanent full time

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