Ko mātou tēnei – our organisation
At One New Zealand, our purpose is help create a better-connected Aotearoa, New Zealand. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders.
We are also proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.
Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e ki atu he tangata, he tangata, he tangata.
“If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”
Ko tō tūranga – your role
As a key member of the Customer Success Care & Provisioning team you will own operational activity and supporting customers with ICT products. Putting yourself in the customers shoes to deliver the best customer experience to internal and external customers
Owning the end-to-end operational activity for customers by coordinating, liaising & completing tasks swiftly in line with service levels. Continuously improving process to mitigate delays for our customers.
Focusing on proactive communications with external and internal customers while delivering service outcomes to a wide range of customers. Leveraging internal tools to provide customer metrics and delivering the best customer service. Communicating updates and completion notices where relevant.
Ko tō mahi – what you’ll do
- Assisting customer in adopting self-service tools
- Support ICT product billing queries
- Assist onboarding ICT products for customers.
- Assist in ICT lifecycle tasks, including forecasting and bulk ordering
- Providing updates to customers around services where required
- Deliver outcomes to standardised service measurement/performance reporting with insights and actions
- Ensure customer issues are escalated to the correct teams (where relevant) whilst owning the resolution
- Ensure customer deliverables fall within contractual agreements and own alignment corrections
- Maintain up-to-date knowledge of One NZ products and services and company activities while using this information appropriately in customer and team interactions.
- Develop and maintain a wide array of internal and external networks in order to deliver solutions that improve services to the customer
- Ownership and updating of Process Documentation
- Workflow reporting/analysis
Na tōu rourou - what you’ll bring
- Customer relationship management
- Experience in delivery of technology services, projects and/or operations
- Proven skills in managing service solutions end to end
- Exposure to sales environments within the technology industry
- Emotional resilience, including the ability to work effectively and efficiently under pressure
- Expert product and processes knowledge to support customer and account management team
Nā mātou te rourou – what you’ll get
- One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
- A fully subsidised Southern Cross health insurance cover for you and your family.
- Laptop, unlimited data plan, market leading cell-phone for business or personal use.
- Lifestyle leave where you can purchase an extra week or two of annual leave.
- Discounts on One New Zealand products, services and much more!
At One New Zealand, we have a clear purpose to create a better-connected Aotearoa. We’ve got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.
Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.
Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.
We stand to uplift, to support and to elevate others.
