Customer Service Consultant, New Zealand Contact CentreDepartment: NZ Personal Banking Contact CentreLocation: AucklandKia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.Mo te turanga - About the roleAs a Service Consultant in our Contact Centre, you'll play a key role in assisting our customers with a variety of Retail, Cards and Digital Banking solutions, troubleshoot any issues they may have and provide information on any other products or services that may be relevant.This role is primarily phone-based and responsible for servicing customer requests and enquiries in a timely and effective manner. These positions will typically process high volumes of routine enquiries. The key capability for these positions is effective customer servicing.Banking is changing and we're changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you'll be building your future while helping to build ours.Role Type: Permanent, must be a NZ Resident or NZ or AUS Citizen to applyStart Date: Monday 20th January 2025To ensure you are fully supported in your learning journey, we require you to commit to learning onsite at our Contact Centre Hubs. Once training is complete, your team leader will advise you of the requirements to transition into hybrid working.Shifts: Variety of shifts available, all include one weekend dayHours: Start between 08.00am - 12.00pm and finishing between 4:00pm - 8:00pm - on a rotating monthly roster, working 7.5 hours per day (5 days per week), 37.5 hours per weekTraining: Initial 7 weeks of full-time training from start date, Monday to Friday 9:00am to 5:00pm before moving into normal hours and days of work for approximately two months. Following this, an additional 3 weeks of full-time training, Monday to Friday 9:00am to 5:00pm.Ka aha to ra e kite ai? - What will your day look like?As a Customer Service Consultant in the Contact Centre, you will:Provide exceptional customer experience through quality interactions over the phone.Support 50-60 customers per day through personalised and meaningful conversations, assisting them with their everyday banking needs.Troubleshoot any issues customers may have, e.g., technical issues, lost and stolen cards.Work in a professional environment, meeting customer-centric and risk metrics and targets as necessary.Identify any additional needs and refer to the appropriate channel.Be a digital advocate, demonstrating sound knowledge of the bank's digital solutions and educating customers.Ou Pukenga? - What will you bring?To grow and be successful in this role, you will ideally bring the following:Strong customer focus with keen attention to detail.Eagerness to upskill and learn the fundamentals of banking.Previous work experience involving customer service.Active user and promoter of technology.Excellent communication, phone manner and ability to engage with customers.Good listening and problem-solving skills.You're not expected to have 100% of these skills. At ANZ, a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.He aha te take e uru ai koe ki a matou? - So, why join us?From the moment you join ANZ, you'll be part of a work whanau striving towards a common purpose: shaping a world where communities thrive.You'll have the resources, opportunities, and community you need to take the next big step in your career.We're a diverse community at ANZ in different roles and locations, which is why we offer flexible working arrangements. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ.At ANZ, you'll be part of an organisation where the different backgrounds, perspectives, and life experiences of our people are celebrated. We're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities.Kua watea te katoa ki te tono. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself.To find out more about working at ANZ visit ANZ Careers and search for reference number 81461.
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