Customer Contact Specialist

4 weeks ago

Wellington City, New Zealand KiwiRail Full time

Take your proven customer skills to the next level
- Be part of an exciting transformation, growth time at Interislander
- Permanent position, based in Auckland

**He kōrero mō mātou | About us**:
At KiwiRail, we connect New Zealanders sustainably, powering economic growth and ensuring vital freight and passenger services run smoothly. Our mission, "Stronger Connections, Better New Zealand," highlights our dedication to sustainability and community well-being.

Our people make KiwiRail exceptional. By fostering a diverse, inclusive, and supportive workplace, we empower everyone to contribute their best. If you’re passionate about innovation and safety, we’d love to welcome you aboard.

**He whakamārama mo te tūranga mahi | About the role**:
The Customer Contact Specialist is a busy one and each day you will play a part in delivering excellence in service delivery across multiple areas and channels of Interislander, including commercial vehicle customers; our retail and group booking customers and their agents, nationally and internationally.

Based in our call centre at Millennium Centre, Ellerslie, your accountabilities will include:

- Maintaining a high level of product knowledge to assist our customers and make recommendations
- Responding to and processing a wide range of enquiries, such as bookings and group and nautical miles
- Communicating timetable changes, service disruptions, refunds and letters of credit

We're looking for talented people that are passionate about the service they provide, who thrive on a job well done and are committed to what they do.

**Ngā pukenga e rapu nei mātou | What (skills) you will bring**:
You’ll be a passionate person who genuinely enjoys working in customer service and making a customer’s day even better Your proven experience dealing with the public, ideally from a hospitality or tourist background, and ability to stay calm and polite every time, will ensure your success in this role. Ideally, you will bring experience of working in a call centre environment.

You will also bring to this role:

- Experience with a range of Microsoft software packages and a high level of comfort with technology
- Great communication skills, both verbal and written - you need to understand our customers’ needs
- Resilience - this is a resilient role, some customer queries might be challenging so you’ll need to demonstrate patience, good judgement and a positive outcomes approach
- Excellent problem-solving skills and a willingness to look at all possible solutions for our customers

**This position involves shift work and a requirement to work Monday to Sunday on a rotating rostered basis between the hours of 7 am and 7 pm. This includes public holidays.**

**Nōu te rourou | What's in it for you**:

- Extensive support and ongoing training
- Access to discounted travel, health insurance & holiday houses across NZ as part of the Staff Welfare Trust
- A strong Zero Harm policy to keep you safe

**Kua rite, kia rite | Ready to Make a Difference?**

**Rā aukati**| Applications Close**:11 March 2025

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