Customer Service Representative

About Contact Energy

Contact Energy is a leading power, broadband, and mobile provider dedicated to advancing New Zealand's energy transition. Rooted in the belief that home is the most important place in the world, they focus on powering Aotearoa through renewable resources and smarter ways of working. Guided by tikanga, the company fosters a culture of care for people, communities, and the environment, aiming to leave the country better than they found it.

Role Overview

As a Customer Service Representative based in Tauranga, you will be a key point of contact for customers seeking help with electricity, gas, and broadband services. Your role involves assisting with billing inquiries, service setup, credit matters, and more complex customer issues. The position requires empathy, clear communication, and sound judgment to provide solutions while maintaining a human and caring approach in every interaction.

Responsibilities

• Engage in inbound customer conversations to resolve queries about energy and broadband services.
• Assist with a variety of customer needs, including billing questions, moving residences, credit concerns, and complicated cases.
• Employ active listening and thoughtful questioning to fully understand customers' situations and guide conversations towards positive outcomes.
• Maintain composure and a solutions-oriented mindset during challenging or emotional interactions.
• Explain complex information clearly, including products, plans, and digital tools.
• Navigate multiple systems efficiently, balancing accuracy with speed and customer care.
• Continually update knowledge as products, tools, and procedures evolve.

Candidate Profile

• Strong desire to assist people and resolve their issues effectively.
• Ability to quickly build rapport and communicate warmly with diverse customers.
• Experience in customer-facing roles handling complex or pressured conversations.
• Confidence in multi-tasking and using various technology systems.
• Excellent problem-solving skills, especially in ambiguous or difficult situations.
• Attention to detail and commitment to delivering accurate, high-quality service.
• Emotional resilience and ability to remain steady in high-pressure scenarios.
• Aptitude for learning and adapting to new information and methods.

Additional Information

• Position located at the Tauranga office; in-person presence is critical, especially during the training phase.
• The role starts with an eight-week training program from 8:00 am to 4:30 pm, Monday through Friday.
• Post-training work schedule is 40 hours per week, Monday to Friday 9:00 am to 6:00 pm, including one Saturday every four weeks.
• Applications close Sunday, August 2nd; early applications are encouraged.
• Only candidates with legal work rights in New Zealand will be considered.
• Contact Energy promotes an inclusive culture valuing diversity, wellbeing, and equal opportunity.