Customer Experience Representative NZX Talent location Auckland.

About usAs New Zealand’s Exchange, we are passionate about working with our customers and stakeholders to grow the markets NZX operates, which generate wealth integral to New Zealanders’ prosperity, and New Zealand companies getting ahead.

To support the growth and development of our core markets business, and to ensure we are well connected to New Zealand investors, NZX owns Smartshares, New Zealand’s only issuer of Exchange Traded Funds, and manager of the SuperLife KiwiSaver scheme.

At NZX, integrity is the foundation of everything we do. We evolve as the markets change and are open to new ideas and new ways of doing business. We operate in a unique environment, and we are creative in our approach to new challenges and opportunities. We deliver, we exceed and excel.

About your opportunity as a Customer Experience Representative, you will be the “face” of our business, representing and delivering an excellent customer experience. As the first point of contact for inbound enquiries across all communication channels for Smartshares and SuperLife, you will cover a range of customer service-related duties within the team and will liaise with other key areas of the Customer & Operations teams.

Some of your key responsibilities will respond to inbound customer service request for SuperLife and Smartshares customers across all products in a timely manner as all requests must be actioned and/or processed accordingly within Service Level agreements.

Deliver a first-class customer experience by handling all customer interactions promptly, efficiently, respectfully and with a high-level of integrity always. Identify, manage, or escalate complaints in a way that gets the best possible outcome for the customer and the organisation.

Help identify and assist in the development of service enhancements, consistently striving to create better working practices. Build positive relationships with internal and external customers by ensuring the experience is easy, efficient, and accurate.

To be successful in your role, you will have recent experience in customer service or contact centre roles in the financial services industry. Experience in the funds management sector will be highly advantageous. Relevant tertiary qualification preferable.

A passion for providing outstanding customer experience, and the talent to have difficult conversations professionally and with respect. Good numerical and computer skills - particularly Microsoft Excel and a highly organized approach to work.

Strong attention to detail and excellent time and work management, as well as the ability to follow processes and identifying opportunities for improvements. High energy levels and a "can do" attitude in addition to strong time and work-management skills.

Excellent communication skills and strong ability to build rapport with a diverse range of people. This position is based in Auckland and is a permanent full-time role of 40 hours per week. If this sounds like the right role for you, apply now with your cover letter and resume, as we’ll be reviewing applications as they are received.