Contact Centre Representative

OneStaff Auckland Hub; Manurewa; On-site; NZD 34,000 - 48,000; Full time

Job summary

OneStaff Auckland Hub is seeking a detail-oriented Contact Centre Representative to join a fast-paced team on a 6-month temporary assignment in Wiri, Auckland. The role requires handling a high volume of inbound calls, logging maintenance requests, and coordinating service delivery end-to-end.

Night shifts are available (Sun-Thu 8:30pm–7:00am) with potential afternoon shifts (12:30pm–9:00pm) when required; pay is $29.82 per hour.

Qualifications

• Strong communication and customer service abilities.
• Ability to manage high call volumes in a fast-paced environment.
• Meticulous data entry and record-keeping.

Responsibilities

• Handle high volumes of inbound calls in a professional, customer focused manner.
• Log, assess, prioritise, and accurately record maintenance requests within internal systems.
• Gather detailed job information through effective questioning to ensure correct work order creation.
• Approve and process work orders, including those exceeding standard budget thresholds.
• Plan, schedule, and coordinate maintenance activities to meet KPIs and service level expectations.
• Manage the work schedule board and adjust dynamically based on priorities and workload demands.
• Develop ad hoc reports, including status updates and progress reporting.
• Identify system or process issues and contribute to continuous improvement initiatives.
• Manage and respond to complaints relating to contractor performance or service delivery.
• Maintain accurate and up to date records across all job and maintenance systems.

Skills

Strong communication

Customer service

Data entry

Time management

Problem solving

Tools

CRM systems

Job description

Are you a detail oriented professional with strong administration and communication skills? Our client is seeking a proactive Contact Centre Rep to join their fast paced team on a temporary assignment.

This role is ideal for someone who thrives in a high volume, KPI driven environment and enjoys coordinating maintenance and service delivery from end to end.

• Location: Wiri, Auckland
• Nightshift: Sunday to Thursday 8:30pm - 7:00am
• Candidates must be flexible and able to commit to night shifts, with the ability to work afternoon shifts (12:30pm-9:00pm) when required
• Pay Rate: $29.82 per hour
• Duration: 6 month temporary assignment
• Start: Immediate

Key Responsibilities

• Handle high volumes of inbound calls in a professional, customer focused manner
• Log, assess, prioritise, and accurately record maintenance requests within internal systems
• Gather detailed job information through effective questioning to ensure correct work order creation
• Approve and process work orders, including those exceeding standard budget thresholds
• Plan, schedule, and coordinate maintenance activities to meet KPIs and service level expectations
• Manage the work schedule board and adjust dynamically based on priorities and workload demands
• Develop ad hoc reports, including status updates and progress reporting
• Identify system or process issues and contribute to continuous improvement initiatives
• Manage and respond to complaints relating to contractor performance or service delivery
• Maintain accurate and up to date records across all job and maintenance systems

Key Skills & Attributes

• Strong verbal and written communication skills with a professional telephone manner
• Proven ability to manage high call volumes in a fast paced environment
• Excellent problem solving skills with a proactive, solutions focused mindset
• High attention to detail and accuracy in data entry and documentation
• Strong organisational and time management skills with the ability to manage competing priorities
• Ability to follow structured processes while adapting quickly to changing demands
• Confident handling difficult conversations with customers, contractors and stakeholders
• Strong analytical skills with the ability to identify issues and improve processes
• Ability to work independently while contributing effectively within a team environment
• Quick learner with the ability to adapt to new systems and procedures efficiently

Successful Applicants Must Have

• Commitment to a 6 month temporary assignment
• Ability to pass a pre-employment drug test
• Clean criminal background check
• Reliable transport
• Strong punctuality and time management
• This role would suit someone who has previous experience in building, property, facilities, maintenance or service coordinationand is comfortable managing maintenance requests from start to finish.