Customer Service Representative (12 month Fixed Term)

About the role

AsureQuality is seeking a Customer Service Representative to join its Customer Solutions team for a 12-month parental leave cover. The position can be based in either Auckland or Christchurch and sits at the heart of customer interaction, supporting both internal and external clients with responsive service, technical direction, and account assistance.

The role supports the delivery of accurate, efficient, and timely outcomes across enquiries, reporting, records, and follow-ups. It also contributes to customer satisfaction, data accuracy, service improvement, and strong coordination across operational, sales, and customer-facing teams.

Key responsibilities

• Handle customer questions and work with operations teams to close requests quickly, accurately, and in line with company rules and KPI targets.
• Share reliable technical information, explain results clearly, and provide guidance on testing and audit-related queries in a timely manner.
• Keep customer information current and compliant in CRM and related records, including call notes, complaints, referrals, quotations, and follow-up actions.
• Work closely with the broader Customer Solutions group to spot service gaps, improvement opportunities, and customer needs.
• Assist with scheduled and ad hoc customer reports within required deadlines to support a positive customer experience.
• Offer suggestions that help improve processes, service delivery, and the overall customer journey.
• Take part in health and safety activities and encourage safe working practices.
• Support special projects and general administration as needed.

What success in the role looks like

• Customers receive prompt, accurate, and professional support that meets or exceeds expectations.
• CRM information, reporting, and follow-up activity remain complete, compliant, and dependable.
• There is strong collaboration between Customer Experience, Operations, and Sales.
• Customer insights, improvement ideas, and potential leads are identified and followed through.
• Health and safety is consistently built into day-to-day work.

Requirements

• NCEA Level 3 or equivalent experience in customer service, administration, science, food production, horticulture, auditing, certification, or a related area.
• Proven ability to manage customer enquiries, service requests, records, and follow-ups through to completion.
• Strong customer focus, with excellent verbal and written communication skills.
• High attention to detail and solid organisational ability.
• Comfort using Microsoft Office applications.
• At least 1 year of experience in customer service, customer coordination, administration, or service delivery is an advantage.
• Tertiary study in science, food technology, horticulture, agriculture, environmental management, quality assurance, or a similar field is an advantage.
• Background in horticulture, agriculture, food production, auditing, certification, laboratory services, or another regulated service environment is an advantage.
• Familiarity with CRM platforms, databases, LIMS, Intact, or contact centre telephony tools is an advantage.
• Personal strengths should include a service-minded approach, initiative, resilience, adaptability, collaboration, and a willingness to improve processes.

Additional information

AsureQuality describes itself as a team of more than 1,600 professionals working alongside farmers, producers, and partners across the food supply chain to protect Aotearoa’s reputation for food quality, safety, and integrity. The organisation presents itself as Kaitiaki Kai, or guardians of food, with a responsibility that supports both consumers and the environment where food is produced.

The company says it offers meaningful work, supportive teams, opportunities to learn and develop, and the chance to create real impact for customers and communities. Its values are described as Mahi Tahi Tātou — one team, all of us together.

This role is a fixed-term contract covering parental leave for 12 months.

Qualifications

Customer service experience is required, and tertiary qualifications in Food Science, Horticulture, or Agriculture are noted as relevant.

Working location

The role may be based in Auckland or Christchurch.