AMS/111 Customer Experience Agent- Full time

at  Computer Concepts

DESCRIPTION & REQUIREMENTS

As New Zealand’s largest telecommunications and digital services company, Spark’s purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.
We operate in an exciting and constantly evolving industry, where the pace of change brings new and unique challenges every day, so we operate using Agile ways of working to allow us to meet the fast-changing needs of our customers. Agile replaces the traditional hierarchical organisational structure to produce a transparent, collaborative environment with highly productive teams who are empowered to deliver better outcomes for our customers, communities, and all of New Zealand.
Did you know when you dial 111 the first person you will speak to will be someone from Spark’s Customer Experience Centre? We’re looking for people to come and join our team to support the New Zealand public in connecting to Emergency Services, and to assist our Answer Message Service customers.
This is a unique contact centre-based role where you’ll have the opportunity to be skilled in supporting two different queues.

Day to day in the 111 queue:

• Be the first point of contact for all 111 calls made in New Zealand. You will provide the critical link between the New Zealand Public and the required Emergency Service, whilst maintaining the ability to remain calm under pressure.
• Gather factual and accurate information whilst upholding the integrity of all 111 emergency processes and procedures.

Day to day in the AMS queue:

• Act as an assistant or receptionist for businesses throughout New Zealand.
• Gather factual and accurate information to relay to our customers.
• Deliver exceptional customer service, be goal-driven, and thrive on working as a team.
• Be the voice of Spark and always strive to exceed our customer’s expectations.

What experience you’ll bring:

• You’re an effective communicator. You listen intently, and you’re able to relay information clearly.
• You’re cool, calm, and collected. Even when circumstances are challenging.
• You’re a team player. You enjoy working with others and helping to achieve a common goal.
• You’re motivated. You love learning, and you’re looking to grow your career.
• You might have experience in customer service, retail, or hospitality – but that’s not essential.

DIVERSITY AND INCLUSION: TE KANORAU ME TE WHAKAWHĀITI MAI

At Spark, we are constantly looking for ways to build a more inclusive culture. Our vision is for diversity and inclusion to be “how things are done at Spark”, embedded into our day-to-day activities, standards, and business practices. We want you to feel totally comfortable bringing your whole self to work regardless of your gender, ethnicity, orientation, age, or ability.