A role suited for a customer service enthusiast Fixed term (ending December 2024) Based in Te Awamutu A whanau-friendly workplace About us Te Wananga o Aotearoa (TWoA) is New Zealand'ssecond largest tertiary institution, and we've been providing transformationaleducation opportunities to New Zealanders for nearly 40 years. Our visionof 'Whanau transformation through education' drives ourcommitment to being at the forefront of tertiary education underpinned by Maoriculture and values. Ko nga uara (our values) are woven throughout theactions we take to achieve great outcomes for our tauira (students) and kaimahi(employees): Te Aroha: Having regard for oneanother and those for whom we are responsible and to whom we areaccountable. Te Whakapono: Thebasis of our beliefs and the confidence that what we are doing is right. Nga Ture: The knowledge that ouractions are morally and ethically right and that we are acting in anhonourable manner. Kotahitanga: Unityamongst iwi and other ethnicities; standing as one. About this role The primary purpose of the Contact CentreRepresentative (CCR) – Te Ata Hapara is to deliver an outstanding customerexperience by delivering and advocating positive customer interactions toattain first call resolution and to deliver and advocate positive customerinteractions using advanced communication and problem-solving skills. The CCRwill support our registered tauira to improve their chances of success. The CCR will provide knowledgeable, courteous andprofessional services to callers and prospective tauira to maximise theoutcomes for Te Wananga o Aotearoa (TWoA). Note: ThisContact Centre Representative role will have rostered work hours. These hourswill be between 7:30am and 9pm, Mondays to Sundays and for a total of no morethan 37.5 hours per week. Responsibilities include (but not limited to): Contact prospective tauira, follow upon stalled enrolments, early withdrawals and no shows for programmes Respond to incoming calls, messages andemails in a prompt, friendly, and effective manner Conduct customer follow ups and callbacks promptly as required Co-ordinate the speedy resolution ofcustomer issues and respond knowledgeably to questions Interpret contact centre information tosupport day-to-day operations and make decisions that meet organisationalobjectives Maintain high levels of specialisedknowledge of TWoA programmes to assist tauira to source the most appropriateprogramme / course Accurately record all necessary calldata, as required for each call type according to standard operating procedures Effectively coach, mentor, androle-model organisational values, cultures, and behaviours in a diverseworkplace Work collaboratively with internal andexternal stakeholders to innovate and develop tools for tauira success Qualifications: NZ certificate in Contact Centres(Level 3) or New Zealand Certificate in Business(Administration and Technology) (Level 4) Full NZ drivers license Experience: Proven (3 – 5 years) experience inlistening and communication skills Proven (3 – 5 years) ability to applyinitiative and common sense in a variety of situations Proven ability to interact with otherfunctional groups to ensure customer satisfaction Proven ability to meet establishedproductivity goals – sales, call handling time, records accuracy Proven (3 – 5 years) experience indealing with a variety of callers including supporting distressed tauira Asa kaupapa Maori organisation, your willingness to participate in culturalactivities and develop an understanding of Ahuatanga Maori (values, culture andtikanga) is desirable. If this sounds like an opportunity you'd beinterested in, and you have the experience we need - we'd love to hear fromyou. Click "APPLY NOW" to submit your applicationonline. For additional enquiries, please ****** Aposition description can be downloaded below.For more information, please email ****** #J-18808-Ljbffr
