Customer Service Representative

About the company

Contact is an energy, broadband, and mobile provider working toward a cleaner, more connected future for Aotearoa New Zealand. The organisation is focused on renewable energy, supportive ways of working, and making a positive difference for customers, communities, and employees. Its values are grounded in care, teamwork, and delivering service that improves everyday life.

Role overview

As a Customer Service Representative, you will be the first point of contact for customers who need help with bills, service set-up, account changes, credit-related matters, or more complex issues. The role is centered on thoughtful, people-first support, especially as more customers use digital channels and require calm, personalised assistance.

This is a hands-on customer service role where you will handle varied conversations, solve problems quickly, and make complicated information easier to understand. The team in Dunedin is expanding, with several permanent positions available and a start date of Monday 10 August.

Key responsibilities

• Provide friendly and effective support to customers across electricity, gas, and broadband services.
• Handle a broad mix of enquiries such as billing, moving home, credit concerns, and more involved customer situations.
• Use empathy and strong questioning to get to the core of an issue and steer the conversation toward the best outcome.
• Stay composed and practical during difficult, sensitive, or high-emotion interactions.
• Explain products, plans, and digital tools in a way that is easy for customers to follow.
• Work confidently across several systems while maintaining both accuracy and speed.
• Continue developing your knowledge as products, tools, and processes change over time.

Working arrangements

The position is based in the Dunedin office. Training runs for eight weeks from Monday to Friday, 8:00am to 4:30pm. After training, the role moves to a 40-hour work week between 9:00am and 6:00pm, Monday to Friday, with one Saturday worked every four weeks. In-person attendance is important during training and the early stages of the role, although flexible working is supported where it suits the individual, team, and business.

About you

You are someone who enjoys helping people, thinking on your feet, and working through complex situations without losing the human touch. You are likely to have experience in a customer-facing environment, including handling more demanding or high-pressure interactions, and you are comfortable navigating multiple systems while staying organised.

You will do well in this role if you bring a calm, resilient attitude, strong communication skills, and a genuine willingness to keep learning. A positive mindset and the ability to work in a fast-paced, supportive environment are especially important.

What you will bring

• A warm and natural communication style with the ability to build rapport quickly.
• Active listening skills and confidence in asking the right questions.
• Emotional resilience and steadiness during challenging conversations.
• Strong problem-solving and decision-making ability when situations are not straightforward.
• Comfort using technology and working across multiple systems.
• Careful attention to detail and a commitment to getting things right.
• Curiosity and a genuine interest in ongoing learning and improvement.

Additional information

Multiple permanent roles are available in the Dunedin office, with an expected start date of Monday 10 August. Applications close on Thursday 9 July, and shortlisted candidates will be contacted by email regarding next steps, so applicants should also check their spam or junk folders.

Only people who have the legal right to live and work in New Zealand can be considered. The hiring process is designed to be inclusive and to welcome applicants from a wide range of ages, backgrounds, experiences, and perspectives. The company also states that it does not accept CVs from recruitment agencies unless a formal agreement has already been put in place. Unsolicited CVs may be considered directly for current or future vacancies without any obligation to the agency.

Culture and benefits

The organisation aims to create a workplace where people feel they belong, are respected, and can bring their whole selves to work. It supports wellbeing through initiatives and resources covering physical, mental, financial, and emotional health, and offers flexible working arrangements, employee network groups, and a market-leading parental leave policy.

The company welcomes applicants of every age, stage, background, and identity, and encourages people to apply even if they do not meet every listed requirement.