Customer Experience Agent

**General information**:

- Location
- Wellington
- Expertise
- Contact Centre
- Job Level
- Entry, Experienced
- Employment Type
- Permanent full-time
- Close Date
- 27-Jan-2025
- Ref #
- 59108

**Description & Requirements**:
**AMS/111**
- As New Zealand's largest telecommunications and digital services company, Spark’s purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.
- We operate in an exciting and constantly evolving industry, where the pace of change brings new and unique challenges every day, so we operate using Agile ways of working to allow us to meet the fast-changing needs of our customers. Agile replaces the traditional hierarchical organisational structure to produce a transparent, collaborative environment with highly productive teams who are empowered to deliver better outcomes for our customers, communities, and all of New Zealand.
- Did you know when you dial 111 the first person you will speak to will be someone from Spark’s Customer Experience Centre? We’re looking for people to come and join our team to support the New Zealand public in connecting to Emergency Services, and to assist our Answer Message Service customers.
- This is a unique contact centre-based role where you’ll have the opportunity to be skilled in supporting two different queues. This role is on the evening shift, where shifts begin at 2pm/2:30pm and finish at 10:30pm/11pm, and runs on a rotating roster. You will known your schedule months in advance but your rostered off days will change from week to week. This role includes frequent weekend shifts.

**Day to day in the 111 queue**:

- Be the first point of contact for all 111 calls made in New Zealand. You will provide the critical link between the New Zealand Public and the required Emergency Service, whilst maintaining the ability to remain calm under pressure.
- Gather factual and accurate information whilst upholding the integrity of all 111 emergency processes and procedures.

**Day to day in the AMS queue**:

- Act as an assistant or receptionist for businesses throughout New Zealand.
- Gather factual and accurate information to relay to our customers.
- Deliver exceptional customer service, be goal-driven, and thrive on working as a team.
- Be the voice of Spark and always strive to exceed our customer's expectations.

**What experience you'll bring**:

- You’re an effective communicator. You listen intently, and you’re able to relay information clearly.
- You’re cool, calm, and collected. Even when circumstances are challenging.
- You’re a team player. You enjoy working with others and helping to achieve a common goal.
- You’re motivated. You love learning, and you’re looking to grow your career.
- You might have experience in customer service, retail, or hospitality - but that’s not essential.

**WHY CHOOSE US**:
**Diversity and Inclusion: Te Kanorau me te Whakawhāiti mai**
- Within Spark Business Group, we are constantly looking for ways to build a more inclusive culture. Our vision is for diversity and inclusion to be “how things are done at Spark”, embedded into our day-to-day activities, standards, and business practices. We want you to feel totally comfortable bringing your whole self to work regardless of your gender, ethnicity, orientation, age, or ability.

**Sustainability: Toitū**
- Sustainability is a key focus for us. We are dedicated to supporting Aotearoa New Zealand’s recovery and economic transformation. The principle of equity is at the very heart of our approach, and we remain committed to working in partnership to make a positive contribution to digital equity in line with our focus on Diversity and Inclusion.

**Benefits: Awhina**
- Our people matter and we make sure we look after them. As a valued employee of Spark, we’ve got our people covered with a range of leading benefits including:

- **Wellbeing** - comprehensive medical insurance, life, and income protection. Access to wellbeing coaches, EAP, and in-house Specialist Clinical support through our leading Mahi Tahi Wellness programme.
- **Leave** - in addition to four weeks annual leave, we offer purchased leave, enhanced parental leave support, and study leave.
- **Spark Credit** - we provide permanent employees with $120 monthly Spark credit to use on any of our amazing products.
- **Spark Share scheme** - periodically we offer the opportunity to buy into our share scheme.
- **Career development**- Development opportunities with countless career pathways within the wider Spark group
- Due to the nature and urgency of this role, we are only considering applicants that are based in New Zealand with permanent residency, citizenship, or a valid work visa (with at least 18 months remaining).
- To download the position description, please sign in with your account._