Customer Service Consultant

Role overview

Lotto New Zealand is hiring permanent Customer Service Consultants to join its Auckland-based support team. This role involves helping both players and retailers across several communication channels while contributing to a positive, efficient service experience.

The team works from the Newmarket office in Auckland, with hybrid flexibility available once you are confident in the role and have reached the required level of proficiency. At that stage, you may work from home up to two agreed days per week, subject to the company’s hybrid working policy.

What you will do

• Assist customers and retailers through phone, email, webchat, and social media.
• Support digital users of the MyLotto app and website, as well as retail customers.
• Handle a range of issues, including registration, payments, ticket enquiries, prize claim assistance, lost tickets, technical problems, and guidance on playing safely.
• Explain technical information in simple, clear language and record and resolve enquiries accurately and efficiently.
• Help Lotto NZ retailers with in-store equipment and ticketing processes.

What the team is like

You will be part of a friendly, energetic, and inclusive customer service team where every day is different. The role also offers on-the-job learning and the chance to build your skills while supporting New Zealanders.

Working hours

The Customer Service Centre operates year-round, with coverage across the following hours:

• Mondays, Tuesdays, Thursdays, and Fridays: 7:00am to 8:00pm
• Wednesdays and Saturdays: 7:00am to 9:00pm
• Sundays: 7:30am to 6:30pm

Shift rosters include one weekend day, as weekend support is part of the schedule.

Application process

To keep the hiring process fair and consistent, shortlisted applicants will go through several stages. First, candidates who meet the initial requirements will be asked to complete an online assessment that checks role-relevant skills, including written and verbal communication. Those who do not finish the assessment will not move forward.

After that, shortlisted candidates will be invited to an in-person interview at the Newmarket office. Final candidates must then complete two satisfactory reference checks, a Ministry of Justice criminal history check, and a credit check before an offer can be confirmed. These checks will be considered against the requirements of the role.

If you need support or adjustments to take part equitably in the process, you are encouraged to let the employer know.

Profile sought

The company is looking for an experienced contact centre professional who brings energy, empathy, and enthusiasm to customer interactions.

Additional information

This recruitment includes multiple permanent vacancies.

No salary, stipend, or other compensation details were provided in the source material.