Customer Care Representative
Wellington, Wellington Region, New Zealand · Full Time
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- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 8 तासपूर्वी
- Work mode
- In office
- Eligibility
- Candidates must be legally eligible to work long-term in New Zealand or able to acquire a relevant working visa. Safety-sensitive positions require successful completion of drug and alcohol testing prior to employment.
- Resume
- Required to apply
Where you'll work
Job description
Overview
Tiaki Wai is establishing a new customer care team to serve as the primary contact point for the public, council service teams, and water service clients. This role is a permanent position based in Petone, operating Monday to Friday with rotating shifts between 7am and 5pm. The team will engage through multiple channels such as direct calls, online chat, and email to address inquiries, prioritize service tickets, provide updates on network incidents, and support billing and general enquiries.
Key Responsibilities
- Handle and triage customer inquiries across phone, chat, and email platforms.
- Create, manage, and prioritize fault and service tickets ensuring real-time updates for stakeholders.
- Provide clear, timely responses on network issues and general queries.
- Utilize knowledge bases to direct technical queries and supply information related to development, billing, finance, careers, emergency responses, and council matters.
- Build positive relationships with council customer teams and internal stakeholders to enhance customer experience.
- Operate efficiently within a structured contact centre setting.
Candidate Profile
- Strong written communication skills for managing information via customer systems and business applications.
- Customer-focused approach with resilience in handling sensitive water service issues.
- Good judgment to assess network faults and skill in eliciting detailed information through questioning.
- High attention to detail with ability to listen actively and de-escalate challenging customer situations.
- Positive, proactive attitude and previous experience in a contact centre or customer service environment.
Benefits
- Flexible work arrangements including up to two days of remote work per week.
- Comprehensive wellbeing program featuring one paid wellbeing day annually.
- Opportunities for formal and informal professional growth.
- Eligibility to accrue five weeks of annual leave after two years of continuous employment.
About Tiaki Wai
Tiaki Wai is a council-owned entity responsible for delivering drinking water, wastewater, and stormwater services throughout Hutt Valley, Porirua, and Wellington. The organization focuses on managing extensive public water infrastructure, ensuring safe and reliable operations, and fostering sustainable regional development guided by values of Integrity, Care, and Leadership. Tiaki Wai collaborates closely with water consumers, councils, and mana whenua to achieve superior water outcomes for future generations.
Additional Information
- Applicants for safety-sensitive roles will undergo mandatory drug and alcohol screening before employment commencement.
- Candidates must have legal authorization to work long-term in New Zealand or possess eligibility to obtain a working visa.
- Applications close Sunday, 16 August 2026.