Contact Centre RepresentativePublished: 21/11/2024Job Location: Wellington/New Zealand Job Type: Permanent Work Type: Full Time Category: Customer ServiceAbout UsBluebridge Cook Strait Ferries, a key player in New Zealand's major transport network, operates between Wellington and Picton. As part of one of the country's largest transport companies, we pride ourselves on delivering outstanding passenger experiences on the Cook Strait. We currently employ over 450 people across New Zealand and we haven't stopped growing yet!What is the role?The Contact Centre Representative is the first point of contact for our customers and based in the Wellington Passenger Terminal based on Waterloo Quay. You will be responsible for providing information, service, and travel bookings, ensuring every experience is delivered with our authentic and warm customer service.You'll be in the thick of the operation with a great team who are committed to providing top-class customer service. You'll answer and make calls to a diverse range of customers who may be enquiring about making a booking for their next holiday or looking to move their freight items across the Cook Strait. Keeping the customer at the core of everything you do is the key to delivering a great experience.While taking and making phone calls is the foundation of the role, developing skills to communicate with customers in an omni-channel manner, particularly through digital and social channels, will be important.What are we looking for?This is a customer-facing role in a dynamic operational environment. You'll be a clear and confident communicator who isn't fazed when having to deal with a diverse range of customer queries and the occasional disruption to operations that are an inevitable part of a shipping business.We are looking for enthusiastic team players with a positive can-do attitude, fantastic communication skills, and the ability to remain calm under pressure. You'll be tech-savvy, can pick up new systems quickly, and have high attention to detail.The successful applicants will display the following experience and traits:Experience working in an operational contact centre, preferably within the travel/hospitality or freight & logistics industries.Confident working with reservation and operational software as well as Microsoft Office products and phone systems.Driven by meeting targets and commercial goals.Committed to providing outstanding customer service.You'll be adaptable and can take operational disruption in your stride.Our ideal candidate would have used BookIT previously, but this is not a requirement.The role involves full-time shift work anywhere between the call centre's operating hours, 8:00 am to 8:00 pm. You will work on a fortnightly rotating roster that will include weekend and public holiday work.What do we offer?We offer a very competitive salary package and we will match your Kiwisaver up to 8%. We have a super convenient CBD location along with free parking and offer staff travel benefits on our ferries during off-peak times - for you, your family, and friends! On top of this, we offer a free Southern Cross Regular Healthcare plan and an annual health and wellbeing allowance for all permanent employees. If this role sounds like you, then jump aboard and be part of the journey!*Please note, as part of our recruitment process you must satisfy a pre-employment medical, drug test, and a Ministry of Justice check to be considered for this position. Applicants for this position must also currently reside and hold the legal right to live and work in New Zealand.*How to Apply:Fill out the application form below.Click the green button - Apply Now - to submit your application.If the green button says - Continue Application Next Page - please ensure you complete the form on the next screen to complete your application.Important:Double check your email is entered correctly.Application updates are sent from Chilli Factor recruitment software.Please check your inbox (and junk mail) for application updates.Recruitment team may text message your mobile number to update you on your job application. Text response to us costs your normal text price. Option to use Txt Free Reply.
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