Customer Experience Representative

at  Ports of Auckland

The city of Auckland and the Port of Auckland have grown together on the Waitematā and Manukau Harbours for more than 175 years. Port of Auckland is part of the special character of our city and plays a vital role in our economy, delivering the things we need and enjoy.
Nearly three-quarters of the port’s inbound cargo stays within the Auckland and Upper Waikato region. Our location on Auckland’s doorstep means the delivery of goods is quick, the cost of goods is low, and we are focusing on reducing our carbon footprint to become a sustainable Port. We also have a network of freight hubs throughout the North Island, to improve access to the port for the provinces.
Join our dynamic Service Hub team at the Port of Auckland as a Customer Experience Representative, where you’ll play a pivotal role in delivering exceptional service to our customers. This opportunity offers a fixed-term contract extending through to the end of February 2025.

The purpose of the Customer Experience Representative is to provide timely, accurate service to customers who interact with the port so that the customers obtain the information that they need, when they need it. The position objective is to contribute to making it easy for our customers to do business with us.

• As a Company working for Auckland, positively represent POAL to other staff and externally to customers and in community and social settings.
• Manage competing and changing priorities, through appropriate time management, resource allocation and, where appropriate, collaborative practices.
• Keep abreast of new developments in own field and others that can inform on new concepts, ideas, and practices.
• Actively identifies and manages customer expectations and concerns at all stages of a routine customer enquiry. Adhering to created SLA’s and KPI’s working to deliver agreed service level to the customer.
• Provide an end-to-end experience thereby ensuring the customer feels that they have received benefits and services over what is paid.
• Provide a single point of contact to manage internal and external enquiries, and across business invoice transacting.