📌 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:
- Delivering high standards of customer experience across various communication channels.
- Providing expert advice and tailored solutions to meet customer needs.
- Taking ownership of customer queries and managing cases to ensure satisfaction.
- Contributing to a better-connected Aotearoa, New Zealand.
ASSUMPTION: This role primarily focuses on direct customer service interactions across multiple platforms, including voice calls and online platforms, aimed at improving user satisfaction through personalized service.
📋 Key Responsibilities
✅ Deliver a high standard of customer experience by resolving service/technical issues promptly.
✅ Actively diagnose and troubleshoot issues, engaging with team experts when necessary.
✅ Ensure accuracy in new sales and service orders, aligning customer expectations with service delivery.
✅ Respond to customer interactions via voice calls, online chat, emails, and social media, providing appropriate solutions.
✅ Own and manage customer relationships and communications, especially where first contact resolution is not possible.
✅ Contribute to team and individual goals, making a positive impression in all interactions.
✅ Actively share knowledge and learning across the team to improve first contact resolution rates.
ASSUMPTION: Responsibilities include a strong emphasis on teamwork and knowledge sharing, potentially implying a collaborative work environment and continuous learning.
🎯 Required Qualifications
Education: Not specified
Experience: 0-2 years in a customer service role.
Required Skills:
- Customer service orientation with excellent communication skills.
- Logical thinking and problem-solving abilities.
- Technical understanding of products and services.
- Experience with social media and computer literacy.
- Proactive approach and time management skills.
Preferred Skills:
- Experience in managing complex customer cases.
- Comfortable working in hybrid environments with flexible scheduling.
ASSUMPTION: Preferred skills suggest a requirement for adaptability to different work environments and complex customer interactions.
💰 Compensation & Benefits
Salary Range: Not specified
Benefits:
- Comprehensive training, coaching, and mentoring opportunities.
- Subsidized health insurance for employees and their families.
- Flexible working options with a mix of onsite and home-based work.
- Laptop, unlimited data plan, and a cell phone for business and personal use.
- Discounts on One New Zealand products and services.
Working Hours: 80 hours per fortnight, with a rotation roster from 7am to 10pm, Monday to Sunday.
ASSUMPTION: The comprehensive benefits package indicates a competitive employment offer intended to attract and retain high-quality candidates.
📌 Applicant Insights
🔍 Company Context
Industry: Telecommunications, providing connectivity solutions to the New Zealand market.
Company Size: 1,001-5,000 employees, indicating a medium-sized organization with potential for diverse roles and growth opportunities.
Founded: 2023
Company Description:
- Focus on improving connectivity solutions in Aotearoa, New Zealand.
- Pioneers in progressive and flexible working practices.
- Diversity and inclusivity are central to their operations, as indicated by their Rainbow Tick certification.
Company Specialties:
- Telecommunications services
- Diverse workplace initiatives
Company Website: https://www.one.nz
ASSUMPTION: The company places a strong emphasis on inclusivity and innovative technology, aligning with their mission to connect New Zealand.
📊 Role Analysis
Career Level: Entry-level, suitable for candidates new to or early in their customer service careers.
Reporting Structure: Likely reports to a team leader or manager within the customer service department.
Work Arrangement: Hybrid, offering flexibility and balance between on-site and remote work.
Growth Opportunities:
- Exposure to innovative technology and training opportunities.
- Opportunities to advance within the customer service and technical departments.
- Potential involvement in projects beyond New Zealand.
ASSUMPTION: With the company's recent founding, there may be a dynamic environment with multiple opportunities for growth and advancement as the company expands.
🌍 Location & Work Environment
Office Type: Modern office spaces with amenities suited for hybrid working.
Office Location(s): Takapuna, Auckland Support Office, relocating to Auckland CBD in 2025.
Geographic Context:
- Centrally located in Auckland, offering accessibility to public transport and city amenities.
- Auckland's vibrant culture and business environment contribute to dynamic work life.
- Relocation to the CBD in 2025 opens up better commuting options and city access.
Work Schedule: Flexibility with rotational shifts, no graveyard shifts ensure work-life balance.
ASSUMPTION: The move to Auckland CBD is likely to enhance connectivity and networking potential for employees, reflecting the company's growth trajectory.
💼 Interview & Application Insights
Typical Process:
- Initial online application and resume submission.
- Screening interview by HR or recruitment team.
- Secondary interviews with department leads.
- Assessment of technical and customer service skills.
- Final decision and offer extension.
Key Assessment Areas:
- Customer service acumen and communication skills.
- Problem-solving capabilities and technical understanding.
- Adaptability to flexible working conditions.
Application Tips:
- Highlight customer service experiences and results achieved.
- Showcase technical skills relevant to telecommunications.
- Demonstrate a passion for helping customers and solving problems.
ATS Keywords: Customer Service, Communication Skills, Problem Solving, Technical Understanding, Flexibility
ASSUMPTION: The application process may involve evaluations of both soft skills and technical knowledge due to the dual nature of the position's requirements.
🛠️ Tools & Technologies
- Customer Relationship Management (CRM) software
- Online communication tools (e.g., chat platforms, email clients)
- Social media engagement tools
ASSUMPTION: The emphasis on technology in customer solutions implies a need for familiarity with various customer interaction platforms.
👔 Cultural Fit Considerations
Company Values:
- Commitment to diversity and inclusion.
- Focus on connectivity and innovation.
- Emphasis on teamwork and collaboration.
Work Style:
- Responsive to customer needs with prompt and effective solutions.
- Adept at working autonomously and as part of a team.
- Flexible to adjust to varying customer demands and working hours.
Self-Assessment Questions:
- Am I comfortable working in a dynamic and technology-driven environment?
- Do I thrive in roles that require careful attention to detail and customer satisfaction?
- How do I handle multiple customer interactions effectively while maintaining service quality?
ASSUMPTION: Cultural fitting implies alignment with company values of connectivity and innovation, important for successful integration into the team.
⚠️ Potential Challenges
- High-energy environment may require rapid response and problem-solving skills.
- Adjusting to a hybrid schedule with rotational shifts could be challenging.
- Managing customer expectations across multiple communication platforms.
- Continuously evolving technology requires ongoing learning and adaptability.
ASSUMPTION: The challenges will require candidates to be adaptable and resilient, particularly with shifts and technological changes.
📈 Similar Roles Comparison
- Other customer service roles may focus solely on phone support, whereas this role includes multi-channel support.
- Technical understanding might be more critical compared to less tech-heavy customer service positions.
- Working hours offer flexibility not always present in similar roles elsewhere.
ASSUMPTION: Comparing with similar roles, this position appears to integrate technical and customer service skills in a uniquely flexible working environment.
📝 Sample Projects
- Developing a customer service improvement plan based on user feedback.
- Collaborating with IT to solve recurring technical service issues.
- Leading a team initiative to enhance first contact resolution by 20%.
ASSUMPTION: Sample projects indicate an emphasis on continuous improvement and collaboration within the team.
❓ Key Questions to Ask During Interview
- What specific technologies and platforms will I be using daily?
- Can you describe a typical day for this role?
- What challenges have previous employees faced in this position?
- How does your company support ongoing learning and skill development?
- What is the company culture like in terms of teamwork and cooperation?
ASSUMPTION: Applicants are encouraged to ask questions that clarify role expectations and company support for professional growth.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Prepare your resume to highlight relevant customer service and technical skills.
- Ensure your online profiles and resume are ATS-friendly with industry keywords.
- Research One New Zealand's values and mission to tailor your application.
- Be ready for a potential virtual interview given the hybrid working environment.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
