Te Tira Arohia - Customer Service Representative (Auckland)

📌 Core Information

🔹 Job Title: Te Tira Arohia - Customer Service Representative (Auckland)

🔹 Company: One New Zealand

🔹 Location: Auckland, Auckland, New Zealand

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Sun, Mar 30, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Engaging with customers as a trusted advisor and solving their problems effectively.
• Delivering superior customer service across multiple channels.
• Managing customer relationships from initial contact to resolution.
• Working in a dynamic roster with flexibility, covering seven days a week including public holidays.

ASSUMPTION: This role will primarily focus on customer interaction and resolution of issues, which is typical in a customer service context at a telecommunication company.

📋 Key Responsibilities

✅ Deliver high standards of customer experience by resolving service and technical issues promptly.

✅ Actively diagnose, troubleshoot, and engage with team experts for additional support when necessary.

✅ Ensure accuracy in new sales and service orders, aligning customer expectations.

✅ Respond to customer interactions using various communication channels such as calls, chats, and emails.

✅ Manage customer relationships and communications especially for cases where immediate resolution is not possible.

✅ Actively contribute to team and individual goals by sharing knowledge and learning.

ASSUMPTION: Responsibilities may require a proactive approach and the ability to multitask across various customer service platforms.

🎯 Required Qualifications

Education: Not specified

Experience: Open to candidates with 0-2 years of experience

Required Skills:

• Customer service focus
• Excellent communication skills
• Logical thinking
• Flexibility in attitude
• Technical understanding of products and services
• Computer literacy & keyboard skills

Preferred Skills:

• Experience with social media chat
• Ability to manage multiple customers & cases

ASSUMPTION: The role demands a blend of technical aptitude and interpersonal skills, aiming to ensure customer satisfaction through effective communication.

💰 Compensation & Benefits

Salary Range: Not specified, likely competitive within telecommunications industry standards.

Benefits:

• Comprehensive training, coaching, and mentoring
• Flexible work arrangements
• Subsidised health insurance for employees and their families
• Laptop, unlimited data plan, and a leading-market cell phone for business or personal use
• Discounts on company products and services

Working Hours: 80 hours per fortnight, rotational shifts between 7am to 10pm from Monday to Sunday, excluding graveyard shift

ASSUMPTION: The compensation package likely includes competitive pay and non-monetary benefits, considering the company's focus on employee flexibility and health benefits.

📌 Applicant Insights

🔍 Company Context

Industry: Telecommunications, focusing on creating a better-connected Aotearoa through advanced products and services.

Company Size: Medium-sized enterprise with 1,001-5,000 employees, which likely suggests a balance between growth potential and established stability.

Founded: 2023, indicating a relatively new company with the potential for innovative approaches.

Company Description:

• Investing in simpler, better products to enhance customer experience in New Zealand.
• Proudly certified Rainbow Tick company embracing diversity and inclusion.
• Championing flexible working environments.

Company Specialties:

• Not specified, general excellence in telecommunications assumed.

Company Website: https://www.one.nz

ASSUMPTION: The company's recent founding suggests an evolving culture and rapidly adapting strategies in the industry, focusing on customer engagement and employee satisfaction.

📊 Role Analysis

Career Level: Entry-level to junior role, suitable for those new to the industry or early in their careers.

Reporting Structure: Direct reporting to team leaders or supervisors within the customer service department.

Work Arrangement: Hybrid model balancing on-site presence with some flexibility for remote work.

Growth Opportunities:

• Exposure to cutting-edge technology projects
• Opportunities to expand career within a growing company
• Professional development through coaching and mentorship

ASSUMPTION: The hybrid work environment suggests a focus on adaptability and modern work practices, valuable for career development in a fast-paced industry.

🌍 Location & Work Environment

Office Type: Modern corporate office initially in Takapuna, relocating to Auckland CBD in 2025.

Office Location(s): 74 Taharoto Road, Auckland, with relocation plans.

Geographic Context:

• Located in a vibrant metropolitan area.
• Accessible by public transport with amenities nearby.
• Makes it feasible for employees to balance work and life activities.

Work Schedule: Rotational roster from 7am to 10pm, with no graveyard shifts to maintain work-life balance.

ASSUMPTION: The central business district location and flexible working hours highlight accessibility and comfort for employees commuting to the office.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Initial phone screening
• In-person or virtual interview
• Assessment tasks relevant to customer service
• Final interview with department leadership

Key Assessment Areas:

• Communication skills
• Problem-solving abilities
• Technical acumen

Application Tips:

• Highlight customer service experience and communication skills.
• Emphasize flexibility and adaptability across diverse tasks.
• Mention any technical skills relevant to telecommunications.

ATS Keywords: Customer Service, Communication, Problem Solving, Technical Support, Flexibility

ASSUMPTION: The application process emphasizes communication capabilities, critical thinking, and customer-focused service, aligning with key responsibilities.

🛠️ Tools & Technologies

• Telecommunications software and platforms
• Social media engagement tools
• Customer Relationship Management systems

ASSUMPTION: As a telecommunications company, it’s assumed the role requires familiarity with specific software for customer interaction handling and data management.

👔 Cultural Fit Considerations

Company Values:

• Inclusivity and diversity
• Customer-first approach
• Commitment to technology and innovation

Work Style:

• Collaborative and team-oriented
• Adaptable and open to change
• Focused on continuous learning and development

Self-Assessment Questions:

• Am I comfortable working in a dynamic shift schedule?
• How do I handle customer escalations in a fast-paced environment?
• Am I ready to adapt to a hybrid work model before official changes in 2025?

ASSUMPTION: The company culture prioritizes a balanced work-life approach, aligning employee flexibility with organizational goals of improving connectivity throughout New Zealand.

⚠️ Potential Challenges

• Adapting to a rotational schedule
• Handling high volume customer interactions
• Keeping up with technical knowledge advancements
• Managing work-life balance during high demand periods

ASSUMPTION: These challenges are typical within a rapidly-evolving telecommunications sector, requiring employees to be adaptable and resourceful.

📈 Similar Roles Comparison

• Comparable roles in telecommunications often require similar skills in managing customer service queries.
• Potential for shift rotations and weekend work similar across the industry.
• Growing focus on technical proficiency and digital customer engagement tools.

ASSUMPTION: The role as described is relatively standard for the industry, focusing on service excellence through technological integration.

📝 Sample Projects

• Implementing a new CRM tool to streamline customer service processes
• Participating in a pilot program focused on improving service delivery metrics
• Designing a feedback mechanism to capture customer experiences for enhancement strategies

ASSUMPTION: Sample projects typically involve technological and process improvements to enhance customer interaction quality within telecom frameworks.

❓ Key Questions to Ask During Interview

• What are the main challenges the team is currently facing?
• How does the company measure success in this role?
• What is the expected career progression path for this position?
• What is the company’s strategy regarding innovation in customer service?
• How does the organization support ongoing professional development?

ASSUMPTION: The questions focus on fleshing out role specifics, aligning personal growth with organizational expectations, and understanding company commitment to innovation.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Include a tailored resume that highlights relevant experience
• Prepare examples of past customer service successes
• Review company values and match your experience with their requirements
• Ensure availability for the specified start date and potential relocation

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.