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Contact Centre Representative

4 months ago

Hamilton, New Zealand Te Wānanga o Aotearoa Full time

Contact Centre Representative - Te Ata Hāpara

Te Awamutu Location

Permanent, part time

Ref: 23ADHO086

Come and join our team who provide dynamic support to our tauira (students) and utilise your excellent experience in excel, Salesforce, and contact centre telephony systems and operations.

**About us**:
We’re an organisation who is guided by Māori principles and values,and dedicated to whānau transformation through education. The Contact Centre is a pivotal wahanga within TWoA and we are searching for a dynamic and enterprising person to join our team.

**About the role**:
The primary purpose of the Contact Centre Representative (CCR) - Te Ata Hāpara is to deliver an outstanding customer experience by:

- Delivering and advocating positive customer interactions to attain first call resolution
- Delivering and advocating positive customer interactions using advanced communication and problem-solving skills
- Supporting our registered tauira to improve their chances of success
- Contacting prospective tauira and following up on stalled enrolments, early withdrawals and no shows for programmes
- Accurately recording all necessary call data, as required for each call type according to standard operating procedures

The CCR will provide knowledgeable, courteous and professional services to callers and prospective tauira to maximise the outcomes for Te Wānanga o Aotearoa (TWoA)

**Note**: This Contact Centre Representative role will have rostered work hours. These hours will be between 7:30am and 9pm, Mondays to Sundays and for a total of no more than 20 hours per week.

**About you - you’ll have**:

- A NZ Certificate in Contact Centres( Level 3) or
- A New Zealand Certificate in Business (Administration and Technology) (Level 4)
- A proven ability to meet established productivity goals - sales, call handling time, records accuracy
- A positive, can do attitude with experience in listening and communication skills
- Intermediate skills in call centre systems, customer services principles and Microsoft Office
- The ability to work in and enjoy being part of a small, dynamic team
- Knowledge of Te Reo and Tikanga Māori

If you have the passion and talent, and looking to work with a supportive team focused on goals, then this position may be just the role you are looking for.

**How to apply**:
Applications close: 25 June 2023