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Customer Service Representative

3 months ago

Hamilton, New Zealand Te Wānanga o Aotearoa Full time

**Contact Centre Representative - Ta Ata Hāpara (Fixed term)**
- A role suited for a customer service enthusiast
- Fixed term (ending December 2024)
- Based in Te Awamutu
- A whanau-friendly workplace

**About us**

Te Wānanga o Aotearoa (TWoA) is New Zealand’s second largest tertiary institution, and we’ve been providing transformational education opportunities to New Zealanders for nearly 40 years. Our vision of **‘Whānau transformation through education’** drives our commitment to being at the forefront of tertiary education underpinned by Māori culture and values.

Ko ngā uara (our values) are woven throughout the actions we take to achieve great outcomes for our tauira (students) and kaimahi (employees):

- ** Te Aroha**:Having regard for one another and those for whom we are responsible and to whom we are accountable.
- ** Te Whakapono**:The basis of our beliefs and the confidence that what we are doing is right.
- ** Ngā Ture**:The knowledge that our actions are morally and ethically right and that we are acting in an honourable manner.
- ** Kotahitanga**:Unity amongst iwi and other ethnicities; standing as one.

**About this 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 and to deliver and advocate positive customer interactions using advanced communication and problem-solving skills. The CCR will support our registered tauira to improve their chances of success.

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 37.5 hours per week.

**Responsibilities include (but not limited to)**:

- Contact prospective tauira, follow up on stalled enrolments, early withdrawals and no shows for programmes
- Conduct customer follow ups and call backs promptly as required
- Co-ordinate the speedy resolution of customer issues and respond knowledgeably to questions
- Interpret contact centre information to support day-to-day operations and make decisions that meet organisational objectives
- Maintain high levels of specialised knowledge of TWoA programmes to assist tauira to source the most appropriate programme / course
- Accurately record all necessary call data, as required for each call type according to standard operating procedures
- Effectively coach, mentor, and role-model organisational values, cultures, and behaviours in a diverse workplace
- Work collaboratively with internal and external stakeholders to innovate and develop tools for tauira success

**Qualifications**:

- NZ certificate in Contact Centres (Level 3) or
- New Zealand Certificate in Business (Administration and Technology) (Level 4)
- Full NZ drivers license

**Experience**:

- Proven (3 - 5 years) experience in listening and communication skills
- Proven ability to interact with other functional groups to ensure customer satisfaction
- Proven ability to meet established productivity goals - sales, call handling time, records accuracy
- Proven (3 - 5 years) experience in dealing with a variety of callers including supporting distressed tauira

As a kaupapa Māori organisation, your willingness to participate in cultural activities and develop an understanding of Āhuatanga Māori (values, culture and tikanga) is desirable.

If this sounds like an opportunity you’d be interested in, and you have the experience we need - we'd love to hear from you.