Customer Care Agent

Nova Energy; Tauranga; On-site; NZD 50,000 - 65,000; Full time

Job summary

Join a leading energy provider as a Customer Care Agent in Tauranga, where you'll serve as the primary point of contact for customers. This role involves empowering customers by addressing inquiries and resolving issues efficiently, ensuring a positive experience. You'll be part of a vibrant team focused on collaboration and continuous growth, with numerous opportunities for professional development and flexible work arrangements once trained.

Benefits

Flexible work arrangements (WFH 2 days a week)

Employee discount programme (Nova Perks)

Generous leave provisions including parental leave

Annual wellness programme

Learning and development programmes

Discounted gym and health insurance

Fun Cultural Calendar & social club activities

Qualifications

• Previous customer service experience, ideally in a call centre environment.
• Ability to build rapport with customers effectively.
• Eager to learn about a diverse range of products.

Responsibilities

• Answer questions and problems for customers over the phone and email.
• Recommend tailored solutions to customer needs.
• Collaborate with colleagues to achieve team goals.

Skills

Communication

Problem-solving

Empathy

Teamwork

Customer engagement

Job description

Add expected salary to your profile for insights

Nova is part of the family-owned Todd Corporation, one of New Zealand’s largest and most successful companies. We’re the ones who supply great value energy, broadband and phone services to all kinds of Kiwi homes and businesses.

Our Customer Care Team answered over 100 000 calls last year and we are looking for talented Customer Care Agents to join our team and have a chance to make a significant impact, contribute to our growth, and play a key role in leading our teams to success!

About the role

You'll be the friendly voice at the other end of the line & the first point of contact for our valued customers. You'll answer questions, solve problems, and empower customers to make the most of our range of energy products and services.

Other key tasks:

• Provide exceptional support to customers through phone & email ensuring their questions are answered and their issues are resolved.
• Uncover customer needs, recommend tailored solutions, and grow our business by promoting products like electricity, gas, broadband, and more.
• Quickly become proficient in our wide range of products and services, from electricity and gas to broadband, mobile, metering and billing. (We'll provide all the training and resources you need to succeed)
• Collaborate with colleagues to achieve shared goals, celebrate successes, and create a positive and supportive work environment.

About you

This role is ideal for experienced customer service professionals looking for an opportunity to expand their expertise and showcase your problem-solving skills, resilience & ability to build lasting relationships.

We are looking for individuals who possess excellent communication skills, both verbal and written with the ability to actively listen, empathise, and understand their needs.

Key skills required for this role:

• Previous customer service experience in a call centre or similar role required.
• Natural ability at building rapport with customers, making them feel heard, understood, and valued while resolving their concerns with empathy and efficiency.
• Quick learner that is eager to dive into our extensive product and service offerings, becoming a knowledgeable resource for customers seeking the best solutions.
• Ability to juggle calls, emails, and system updates with ease, ensuring every customer interaction is seamless and productive.
• You collaborate with colleagues, share knowledge, and contribute to a positive and supportive team environment.

While you may not tick all the boxes, if you can demonstrate how your previous work experience or personal skills would make you successful in this type of role, we would like to talk to you.

More about the Team

Our Customer Care team is in Whakatane, Tauranga and in Wellington.
They are passionate about customer service and know how to collaborate and deliver results while enjoying the little things in life – it’s not uncommon to find us spending time together over a shared lunch or putting our singing skills to the test.

We’re big on supporting each other’s achievements and our vibrant and diverse team is looking for another enthusiastic team player who will join us on our journey to deliver great value, made easy. You'll be joining a team of friendly individuals who are driven, curious, and laugh a lot. We're looking for someone who will fit in well and isn't afraid to share and lead new ideas and help us all continually grow.

What We Can Offer You

• A discretionary incentive payment based on your performance and the Company’s.
• Annual wellness programme, learning and development programmes, discounted Southern Cross, and a bunch of other good stuff.
• Discounted Nova Energy products.
• Flexible work arrangements (WFH 2 days a week) once fully trained.
• Employee discount programme (Nova Perks), free eye checks, discounted gym, fuel savings – to name a few.
• Generous leave provisions including parental leave top ups for 26 weeks, volunteer leave, and the option to purchase additional leave.
• Fun Cultural Calendar & social club activities.
• A dynamic environment with an ever-evolving industry where you can learn, grow, and thrive.

Join our dedicated team and grow your career in a supportive and inclusive environment where we value diversity and encourage you to be your authentic self throughout the recruitment process. Please don't hesitate to share any specific needs or ways we can assist and support you throughout this process.

Our recruitment process for short listed candidates:

• Screening call with our Internal Recruiter (approx.15 mins)
• 1st interview with the Call Centre Manager & relevant Team Leader (approx. 30-45mins)
• Online 2nd interview with our Manager Retail Services (approx.15mins)
• Reference checks & Job offer

Due to immigration requirements, we are only accepting applications from those who have current work rights in New Zealand right now
Please note that you may not receive notification of the outcome of your application until the vacancy has closed, and we have completed the shortlisting process.

Unlock job insights

Salary match Number of applicants Skills match

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.

Researching careers? Find all the information and tips you need on career advice.