Mercury is a bold future-focused organization, providing energy and telecommunications to more Kiwis than anyone else, leading the way with renewable energy and working toward a sustainable future.
At the heart is our purpose which pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand.
The Opportunity: We are looking for Customer Service Specialists to work within our Contact Centre team.
You will support our customers throughout Aotearoa providing them with industry-leading service across our different service channels.
Key Accountabilities: Handle customer interactions through various channels such as phone, webchat, and email.
Investigate queries with other departments to ensure a wonderful resolution for our customers.Resolve issues such as high bills, credit-related issues, and other challenging customer situations.
You will use your exceptional customer service skills to get the best outcome for the customer.Keep up to date with product and company knowledge, and other duties as assigned.Be a digital advocate, demonstrate sound knowledge of the company's digital solutions, the ability to problem-solve, and educate customers.We are looking for: Experience in a customer service environment, whether that's contact centre, retail, reception, or hospitality.A strong communicator with the ability to bounce back from challenging conversations.The ability to look at the big picture and use creative problem-solving.Intermediate computer skills, and the ability to learn new programs and databases, and move fluidly between them.The ability to work to a schedule.A friendly and professional attitude is a must!Need to know: Your shifts will be rostered between the hours of Mon - Fri 8.00am - 7:30pm, and Sat - Sun 8.00am - 8.30pm.You will need to be available to work from one of our modern offices located in Tauranga or Newmarket, Auckland.Your induction will consist of a 5-week training period which will give you the opportunity to learn about all of our great products, and listen to some of our established agents korero with our customers, before you take your own first calls supported by your trainers and mentors.You will have the opportunity to work some days from home & the office once you are established in the role (we require you to be full-time in the office for at least the first 6 months).
Hybrid working will then begin on a trial basis.The start date for this role is the 10th of March.Mercury Offers (full benefits are listed on our Career Page): Additional 5 days leave per annum (MyDays)$400 one-off tax-free payment towards setting up your home officeA diverse workplace where your unique abilities and talents will be recognised and encouragedAnnual salary reviews with excellent parental leave policy, with the option to purchase additional leaveThe opportunities, career paths and facilities associated with working for one of New Zealand's multi-utility providersDiscounted health insurance and free life and income insuranceExcellent well-being programme including up to $100 annual check-ups and confidential assistance programmeGender affirmation leave and supportive bereavement leave to be taken when you lose anyone close to you, including your petMercury is a learning organization that is committed to providing you with opportunities to grow and develop that will benefit you now and in the future.
Part of your role includes building your skillset and mindset through a variety of ways.
We believe this creates an energised, innovative, and agile work environment where you will feel valued.
At Mercury, we believe that having a team of individuals with different backgrounds, experience, and capability working together makes us stronger and better as an organization.
We know that some candidates may only apply for a role if they meet all of the criteria.
If you want to join our team, we encourage you to apply for any role that matches your skills, capabilities, and interests, even if you aren't sure if you meet all the criteria.
Please apply online, however, if you require assistance or accessibility support from us during the application and selection process, please reach out to ******.
A full position description is available below.
Applications close Tuesday 28th January at 5:00pm.
Please note that Mercury retains the right to bring a particularly strong candidate through to interview more quickly.
Reference # 38380
Posted 13 Jan 2025
Closing 28 Jan 2025 17:00
Location(s) Auckland, Tauranga
Expertise Contact Centre, Customer Experience (CX), Customer Service
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