Customer Service Representative at Contact Energy

Dunedin, Otago, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

21 Sep, 26

Salary

0.0

Posted On

23 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Empathy, Active Listening, Conflict Resolution, Digital Literacy, Communication, Resilience, Decision Making, Attention to Detail, Rapport Building, Multi-system Navigation

Industry

Utilities

Description

Company Description Te Tākinatanga – Our Story At Contact, we believe home is the most important place in the world. That belief shapes everything we do, from leading the energy transition to how we power Aotearoa and care for our people and communities. We’re a power, broadband, and mobile company, but we’re also investing boldly in renewable energy and smarter, more connected ways of working. Our ambition is simple: to leave Aotearoa better than we found it. Guided by our tikanga, we’re a team who care deeply about the work we do, how we support one another, and the impact we have. Simply put, we touch lives to make life better. As a Customer Service Representative, you’re right in the thick of that. You’re the person customers turn to when things need to be sorted: whether that’s understanding a bill, setting up services, or getting support in moments that feel a bit harder. As more customers use our app and online services, the conversations that come through to you are often the ones that need real care, strong judgement and a genuinely human response. That’s what makes this role so important and so rewarding. We’re growing our Dunedin team, with multiple roles starting on Monday 10 August. It’s a great time to join a team that sits at the heart of our customer experience and makes a difference every single day. Job Description Te Whiwhinga mahi | The Opportunity This is a role with real energy to it. You’ll spend your day talking with customers, solving problems, thinking on your feet and helping make things feel simpler when they might otherwise feel stressful or confusing. You’ll begin by supporting customers through inbound phone conversations, and over time you’ll build capability across our digital channels too. In this role, you’ll: Support customers across electricity, gas and broadband through clear, helpful conversations. Help customers with a wide range of needs, including billing queries, moving house, credit-related issues and more complex situations. Use empathy and strong questioning to understand what’s really going on and guide the conversation to the right outcome. Stay calm and solutions-focused in challenging or emotional conversations. Make complex information easy to understand, including products, plans and digital tools. Work across multiple systems while balancing accuracy, speed and customer care. Keep learning as our products, tools and ways of working continue to evolve. Some conversations will be quick and straightforward. Others will need more from you, more patience, more thinking, and more care. That’s what makes this role meaningful. It’s not about following a script, it’s about showing up, thinking for yourself, and helping customers feel like they’re in good hands. A few extra things to note: This role is based at our Dunedin office Start date is 10th August with an initial 8 week training program, Monday to Friday 8am-4.30pm. Following that a 40 hour week between 9am-6pm Monday to Friday (you will be working one Saturday every four weeks). Qualifications Ko wai koe | About you You’re someone who enjoys helping people and figuring things out. You know how to build rapport quickly, stay grounded when things get tough, and work your way through complexity without losing the human side of the interaction. You’ve likely had experience in a customer-facing environment where you’ve handled a range of situations, including more complex or high-pressure conversations, and you’re comfortable working across systems while thinking on your feet. You’ll thrive in this role if you bring: A warm, natural communication style and the ability to connect with a wide range of people. Strong listening skills and the confidence to ask the right questions. Resilience and emotional steady-ness in more challenging or high-pressure conversations. Good problem solving and decision making, especially when things aren’t straightforward. Confidence using technology and working across multiple systems. Attention to detail and a genuine care for getting things right. Curiosity and a willingness to keep learning and improving. Above all, you'll have resilience, and a great attitude, and you’re ready to bring that into a fast-paced, supportive environment, we’d love to hear from you. Additional Information This role is based in our Dunedin office, with multiple permanent positions starting on Monday 10 August. You’ll begin with an eight-week training programme, Monday to Friday from 8.00am to 4.30pm, giving you the foundations you need to build confidence in the role, our systems and our products. After training, you’ll work a 40-hour week between 9.00am and 6.00pm, Monday to Friday with one Saturday every four weeks. We support flexible working where it works for the individual, the team and the business. For this role, being together in person is important, especially through training and your first stages in the role. If you’re looking for a role where you can learn, grow, and make a real difference to customers every day, we’d love to hear your story. Applications close Thursday 9th July. But just like peak demand, great talent surges early, so if this role sparks your interest, power up your application now! After you apply you will be contacted via email regarding the next steps, please keep an eye on your spam/junk folder! Here at Contact Energy (Te Mata Hiko), we know our strength lies in developing a sense of belonging - one that helps us attract and retain people with a broad range of perspectives and experiences. We’re committed to creating a workplace where everyone feels valued, respected, and empowered to bring their whole selves to work. Our goal is to reflect the diversity of our customers and communities to help build a better Aotearoa New Zealand. We have a rich community of talented people that we support to thrive at Contact. Our inclusive hiring process is designed to embrace the diversity of Aotearoa New Zealand, ensuring a wide range of perspectives are included in our decision-making and helping reduce bias along the way. The wellbeing of our kaimahi is super important to us. We use employee insights to offer a range of initiatives and resources to support physical, mental, financial and emotional wellbeing – including flexible working arrangements, employee network groups and a market-leading parental leave policy. At Te Mata Hiko, we want everyone to thrive. We welcome applicants far and wide - of every age, stage, background, and pride. Join us and be part of a team that values your passion and attitude just as much as your experience and skills. Please note, only candidates with the right to live and work in New Zealand will be considered for this role. Research shows that while men apply to jobs where they meet 60% of the criteria, women and those in underrepresented groups tend to only apply if they tick every box. We're not about box ticking, so if you think you have what it takes but don't meet everything stated above, please still get in touch. We'd love to kōrero. Te Mata Hiko (Contact Energy) does not accept any CVs received from recruitment agencies where a formal engagement has not been confirmed and agreed to with our Talent team. In the event that unsolicited CVs are submitted by recruitment agencies, Te Mata Hiko (Contact Energy) reserves the right to contact these candidates directly and consider them for current/future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers. Department: Retail

Responsibilities

Provide support to customers regarding electricity, gas, and broadband services through phone and digital channels. Handle billing queries, service setups, and complex problem-solving while maintaining a human-centric approach.