Interested in technology using your knowledge and skill?
CUSTOMER CARE SPECIALIST - Auckland!
Your role, your journey | Te Huarahi Whakatipu
As a Customer Care Specialist, you'll be the first point of contact for our Broadband customers needing technical support with telecommunications or mobile services. You'll diagnose and resolve connectivity, equipment, and service issues, ensuring a high level of customer satisfaction. This role is key to delivering timely, effective support and enhancing the customer experience.
How you'll show up | Tu mai Tu Rangatira
- Respond to customer inquiries via phone, email, social, and chat regarding technical issues with power, internet, and mobile services.
- Troubleshoot and resolve connectivity, voice service, and hardware issues (e.g., routers, modems, smartphones).
- Provide clear instructions for issue resolution and escalate complex cases to Tier 2 support when needed.
- Maintain accurate and up-to-date customer records in the CRM system.
- Collaborate with team members and other departments to resolve customer issues quickly and effectively.
- Stay informed about products, services, and industry trends, participating in training to enhance technical and customer service skills.
We're proud to be recognized with numerous awards, including:
- CRM 2024 Industry Award for Customer Support Services
- CRM 2024 Industry Award for Inbound Sales
- CRM 2024 Industry Award for Telecommunications
- CRM 2024 Supreme Award - Diamond - Outbound Business to Consumer Sales
What you'll get | Ngā rauemi Manaakitanga
- Mobile Phone plan & discounted Broadband.
- Bespoke approach to Training & Coaching with lots of opportunities to grow your career.
- Wellness Support: Programmes to keep you thriving.
- Medical Insurance & More: Flu vaccinations, Employee Assistance Programme, and wellness tools to build resilience
And here's what we'd like from you:
You'll need strong problem solving skills and a good understanding of broadband and mobile services. You should be able to explain technical issues clearly to customers and be comfortable using helpdesk software, CRM systems, and Microsoft Office. Excellent communication, a customer-first attitude, and the ability to stay calm under pressure are essential. Familiarity with telecommunications equipment and mobile devices is important, and knowledge of basic networking concepts (like TCP/IP) and VoIP technology is a bonus.
Please note during the selection process we will use various methods to further assess your suitability for the role. These may include digital interviews, online ability assessments, assessment centres, and pre-employment checking.
