Directory Assistance Associate

2 weeks ago

Manawatu District ManawatuWanganui, New Zealand Thryv Full time

**A Bit About Us**

At Thryv, we are a team fiercely devoted to the success of local businesses. We’ve been around in one form or another for more than 125 years, always with one goal in mind — helping small businesses compete and win. We provide the technology, software and local business automation tools small business owners need to better manage their time, communicate with clients, and get paid, so they can take control of their business and be more successful.

Alongside providing leading-edge digital, marketing and directory services, we help more businesses connect with their customers through the Thryv platform, giving them a world-class edge in technology.

Culture is vital at Thryv because it shapes our identity and, therefore, our measurements for growth. We have an identified set of values that hold all of us accountable to paving the way for our company success and our legacy. All of this helps us deliver results for our clients and creates success for our employees. At Thryv, making a positive impact within our team and in our local community is the reason we get out of bed every morning.

**Your Future Role**

As a Directory Assistance Associate, you will be joining a vibrant, energetic customer centric corporate environment with the added bonus of working fully remote from Palmerston North, NZ. You will provide our clients and customers with advice they seek and go that extra mile to showcase your exceptional customer service skills.

Effective communication involves listening to the caller, digesting the information, and conveying a solution quickly and effectively. This role will suit a high performer, with the ability to both work independently and as part of a team with a strong commitment of customer satisfaction at the forefront.

This role is Max-Term, Full-Time from January 2025 - October 2025, working from home (WFH) within New Zealand.

**Your Responsibilities**

As the Directory Assistance Associate, you will provide:
**Customer Service**
- Provide both external and internal customers outstanding customer service.
- Handle all customer contacts with flair and an approach that reflects the spirit ‘We’re here to help’
- Build rapport and establish relationships with customers that gains trust.
- Provide accurate information as efficiently as possible.
- Demonstrate a positive and customer-focused attitude by taking action to achieve goals beyond minimum performance and service standards.

**Quality and Improvement**
- Identify and escalate any issues with systems and data through customer feedback or observation and own to resolution.
- Maintain and improve knowledge of Thryv products, services, and company objectives.
- Proactively identify and communicate any operational improvements and any additional services and products that we could improve our customer satisfaction rate.
- Perform all other tasks/duties as requested to assist the growth and development of the business.

As a passionate customer-focused professional you will present with excellent communication skills, the ability to provide sound advice clearly over the phone and great attention to detail.

**What You Offer**
- Previous contact centre experience or customer service experience transferrable to a contact centre environment.
- Experience with meeting key performance indicators and targets.
- Effective and efficient communication skills.
- Technology savvy with the ability to access information quickly.
- Ability to think ‘outside the box’.
- A good knowledge of contact centre practices, resources, and systems
- A team player who has the ability to work cooperatively with others for the success of the business.
- Proven accountability with the ability to prioritise workloads.
- Flexible and adaptable with an ability to accept new challenges.

**What We Offer**
- Become part of one of the leading SaaS and platforms business in the New Zealand market
- 100% Remote work, flexibility, and ability to work from anywhere in New Zealand
- Entitlement to an annual salary and performance-based recognition reviews
- Learning and development support, Internal Growth opportunities
- Companywide & Team events to celebrate success
- A diverse & collaborative team culture
- A competitive salary and bonus structure
- Up to 12 weeks Paid Parental Leave
- Access to EAP
- Access to hundreds of discounts and savings with external retailers

**Next Steps**

LI-DM1

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