Customer Service Representative

at Ministry of Social Development
Published July 13, 2023
Location Auckland, New Zealand
Category Customer Service  
Job Type Full-time  
$58,707 - $60,226 with annual progression


Customer Service Representative Ministry of Social Development location Auckland. Starting Range $58,707 - $60,226 with annual progression.

We are a high energy, whanau focused, and supportive team working together to uplift and provide mana enhancing assistance to clients over the phone.

What you'll be doing you'll be the first point of contact for our clients and provide primarily inbound phone-based support to a range of people with various backgrounds, ages and situations providing them with assistance, tools, and support to access our services.

As a CSR, you'll be at the forefront of peoples’ lives - often during challenging times. This means you'll lead calls with empathy and understanding to help callers navigate and resolve often complex situations and queries. You'll be responsible and involved in making important decisions to ensure that people are given the right support.

It's important that we have the right CSRs who understand that the calls we receive can be difficult. You'll be working with callers who are asking for help with basic needs and sometimes there may be situations where we cannot grant the request. However, our aim is to ensure that every client feels, respected, listened to and understood and we will work with them to find alternative solutions.

Our training approach will enhance your existing skills to confidently problem solve caller’s needs. What you do will make a difference in our communities.

What you'll need to succeed you enjoy quality conversations and are able to understand and show empathy to our people’s complex needs, using effective communication and questioning techniques. Be resilient, adaptable with strong fortitude.

Culturally aware with a strong focus on empathetic communication and has the skills to be able to build trust and rapport with clients. An ability to adapt to new technology and learn new skills as you will be operating systems that are new to you. An eagerness to learn and an awareness of what is needed for self-improvement and development. You work efficiently, accurately and make good, sound decisions.

What's in it for you annual pay progression. $400 Vision care subsidy service towards your costs of eye tests, glasses, and contact lenses. Accident insurance coverage for MSD staff. Capability development framework to support your career aspirations with us. Staff discount on Southern Cross Health Insurance. Lots of practical wellbeing support, like Employee Assistance Programme as our vision is to have a workplace where everyone has a sense of purpose.

Our current operating hours are you'll be rostered for 37 hours and 55 minutes per week over 5 days between the following Monday-Friday 6:30am to 10:00pm and Saturdays between 8:00am to 2:00pm. Our standard daily operating hours are between 7am and 6.15pm Monday-Friday and Saturday 7.30am – 1:30pm). We work on a no surprises basis and will ensure that you will know your scheduled shifts well in advance.

As events happen across NZ like the Cyclone, we have a key role in the national response to our communities. We do expect flexibility to pitch in when needed, so you'll need to be able to adapt to new circumstances as they arise.