Customer Service Representative

About the role

Genesis is seeking Customer Service Representatives for its modern Hamilton Central office in Hamilton, Waikato. The company describes a culture built around care, shared knowledge, and genuine support, where people are encouraged to grow, feel included, and do meaningful work.

This is a structured, fast-moving position where you will serve as the first point of contact for customers. You will assist with enquiries, complete transactions, and offer guidance while contributing to both customer retention and growth through inbound and outbound conversations. The role includes comprehensive paid training and on-the-job support to help you succeed.

You will work 40 hours per week, Monday to Friday, between 8:00am and 6:00pm. Paid training is scheduled to begin on 14 August. The starting salary is $60,300 per year. Once you are settled into the role and performing well, hybrid working arrangements may be considered.

Key responsibilities

• Respond to customer enquiries and handle transactions in a timely, professional manner.
• Provide service that supports customer satisfaction and long-term retention.
• Use confident, customer-led conversations to support sales outcomes.
• Develop positive working relationships and contribute to a collaborative team culture.
• Spot opportunities to improve customer experience and process efficiency.
• Follow procedures and compliance requirements when completing customer requests.
• Maintain accurate records of customer interactions and actions in internal systems.
• Help create a high-performing, supportive team environment.

What you should bring

The right person will enjoy working in a well-structured environment, take pride in accuracy and process, and remain composed during busy periods. Success in this role will suit someone who is motivated by clear targets, open to learning, and focused on delivering reliable customer outcomes.

• A strong customer-first approach, with the ability to listen carefully, clarify needs, and respond appropriately.
• Comfort using several systems at once while maintaining accuracy and attention to detail.
• Well-developed written and verbal communication skills.
• The ability to stay calm, professional, and objective in difficult customer conversations.
• A dependable and accountable approach to commitments and process adherence.
• A positive, resilient mindset and willingness to receive feedback and keep improving.

Benefits

• Southern Cross medical insurance, along with life, trauma, and income protection cover.
• Discounts on electricity and gas, plus an additional 20 Power Shout hours each year.
• Employer KiwiSaver support of up to 4% match, or 3% through the GenSaver allowance.
• Paid training and continuing development opportunities.
• Flexible working arrangements once established in the role.
• Annual wellbeing allowance, Best Doctors access, and other wellbeing initiatives.

Additional information

Genesis is committed to an inclusive and supportive workplace where people can bring their whole selves to work and succeed.

Candidates who have applied for a CSR position with Genesis within the last 6 months and were not successful will not be considered for this recruitment round.

Genesis has partnered with Sapia for a flexible interview experience. Applicants may be invited to complete a short online chat designed to help the company learn more about them beyond the CV and provide personalised insights. Sapia supports the recruitment process, but final hiring decisions are made by people.

Genesis also states that it is committed to a fair, accessible, and inclusive hiring process. Applicants who need adjustments or accommodations to take part in recruitment are encouraged to let the company know.

Work environment

This is an onsite role based in Hamilton, Waikato, New Zealand, with the possibility of hybrid working later on once you are established in the position.