Customer Care Specialist

Compass Communications; Auckland; On-site; NZD 42,000 - 52,000; Full time

Benefits offered by this job

Staff Credit ($100 per month)

Subsidised health insurance

Free on-site parking at our Grafton办公

Job summary

Compass Communications is seeking a Customer Care Specialist for a six‑month fixed term in Grafton, Auckland. You’ll handle live chat, email, SMS and inbound calls across three brands, resolving billing and technical issues while looking for upsell opportunities.

The role emphasises security, privacy and a customer‑first approach, with rostered shifts and training on new products. Join a small team where every contribution is visible, and enjoy staff perks like a monthly credit, health insurance

Qualifications

• Experience in telco or contact centre is helpful but attitude and willingness to learn matter.
• Ability to converse clearly across live chat, email, SMS and phone calls.
• Comfort working across multiple systems and platforms while meeting security standards.

Responsibilities

• Support customers across broadband, fibre, voice, mobile and bundled services from ordering to activation and troubleshooting.
• Handle both digital and phone/priority customers including business and VIP accounts.
• Resolve billing, technical, and service issues, escalating to Networks and CTS teams when needed.
• Support Bonfire cardholders with balance checks, activations, transactions and disputes.

Skills

Customer-first

Multichannel communication

Sales mindset

Attention to detail

Team player

Time management

Tools

CRM systems

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Compass Communications – Grafton, North Island

Customer Care Specialist | 6-Month Fixed Term | Grafton, Auckland

Zeronet and Compass Communications deliver broadband, landline and mobile services to homes and businesses right across New Zealand. We're 100% Kiwi-owned, 30 years in, and we're here to shake up a market that's grown a bit comfortable. We also run Bonfire, a prepaid Mastercard gift and incentive product supported by the same team.

We're looking for a Customer Care Specialist to join our small, tight-knit team in Grafton on a six-month fixed term contract, starting as soon as you're available.

About the role

This is a multi-channel, multi-brand role. You'll be talking to customers over live chat, email, SMS and inbound calls — helping them get connected, sorting out technical and billing issues, answering prepaid card queries, and spotting opportunities to match people with products that suit them better.

No two days look the same. One conversation might be activating a fibre connection, the next troubleshooting a mobile service, the next helping a Bonfire cardholder check a transaction or lodge a dispute.

Day to day, you'll:

• Support customers across broadband, fibre, voice, mobile and bundled services — from ordering and activation through to troubleshooting
• Handle both standard (digital-only) and priority (phone and digital) customers, including business and VIP accounts
• Resolve billing, technical and service issues, escalating to our Networks and CTS teams when needed
• Support Bonfire cardholders with balance checks, activations, transaction queries, card status changes and the disputes and chargeback process
• Verify customer identity to our security standards before releasing any account information
• Take inbound and make outbound sales calls, identify upsell and cross-sell opportunities, and have retention conversations with customers thinking about leaving
• Work towards individual and team sales and retention targets
• Keep accurate records and get stuck into training as new products and processes come on board

What you'll bring

• A genuine customer-first mindset and real ownership of a query until it's resolved
• Strong written and verbal communication — you can shift your tone naturally between a live chat, an email and a phone call
• Confidence working across multiple systems and platforms at once, with sharp time management
• A commercial streak: you're comfortable spotting a sales opportunity and having a retention conversation
• Attention to detail and a disciplined approach to security and privacy procedures
• A collaborative, muck-in attitude — this is a small team where everyone backs each other up
• Availability for rostered shifts across our operating hours, including weekends

Experience in telco, contact centre, financial services or prepaid cards is a real advantage, but we'll back the right attitude and train the rest.

Hours

Our Customer Care team operates Monday to Friday 8:00am – 8:00pm, and Saturday 10:00am – 6:00pm. Shifts are rostered across these hours and we'll confirm your specific roster with you before you start.

What's in it for you

• Staff Credit ($100 per month)
• Subsidised health insurance
• Free on-site parking at our Grafton office
• Broad, genuinely varied product exposure across three brands in six months
• A small team where your work is visible and your ideas actually land

Applicants must have the legal right to work in New Zealand.