Customer Care Specialist - Payment Solutions

Pulse Energy Alliance LP; Albert-Eden; On-site; NZD 55,000 - 75,000; Full time

Job summary

Pulse Energy is seeking a Customer Care Specialist - Payment Solutions to champion credit cycle processes and support customers through their payment journey, in line with Credit Policy and vulnerable consumer guidelines.

You will handle inbound/outbound calls, emails, and admin tasks, negotiating payment arrangements and maintaining detailed customer records in Gentrack.

Qualifications

• 2+ years’ experience in credit and debt collection or customer service.
• Proven communication skills, with the ability to portray concern and urgency.
• Confidence negotiating and securing payment commitments.
• Working knowledge of Gentrack and Microsoft Office.

Responsibilities

• Pursue debt collection via multiple channels in line with policy.
• Negotiate payment arrangements within policy guidelines.
• Maintain high call quality and aim for first contact resolution.
• Liaise with contractors, Work and Income, social agencies, budgeting services.
• Manage disconnection/reconnection with safeguards for medically dependent customers.
• Maintain detailed logs in Gentrack of enquiries, complaints and follow-ups.
• Complete KPI and admin tasks within required timelines.
• Support Team Leader and colleagues with ad-hoc requests.
• Be flexible to work varying shifts per roster.

Skills

Debt collection

Communication

Negotiation

NZ Working Rights

Tools

Gentrack

Microsoft Office

Job description

Customer Care Specialist - Payment Solutions

We're looking for a switched-on, customer-focused superstar to join our Customer Payment Solutions team. In this role, you'll champion credit cycle processes, negotiate payment arrangements, and support customers through their payment journey, all in line with our Credit Policy and vulnerable consumer guidelines. You'll be a self-starter with a positive attitude and a conscientious approach, comfortable managing a mix of inbound and outbound calls, emails, and administrative tasks while consistently delivering an exceptional customer experience.

Key Responsibilities

• Contact customers by different communication channels to pursue debt collection, in line with our Credit Policy and Procedures and medically dependent/vulnerable consumer guidelines
• Negotiate payment arrangements with customers within company credit policy guidelines
• Maintain a high level of call quality and customer service, ensuring first contact resolution wherever possible
• Liaise with contractors, Work and Income, social agencies, budget services, and medical practitioners to support customers with payment options and assistance
• Manage the disconnection and reconnection process with due diligence, confirming no medically dependent consumers are affected
• Accurately maintain customer records and detailed logs of enquiries, complaints, and follow up actions in Gentrack
• Complete KPI and all administrative responsibilities within required timelines
• Support your Team Leader and colleagues with additional or ad-hoc requests
• Be flexible to work varying shifts in line with the planned roster

What We're Looking For

• 2+ years’ experience in credit and debt collection or customer service
• Proven communication skills, with the ability to portray concern and urgency when handling customer matters
• Confidence negotiating and securing payment commitments from customers
• Working knowledge of Gentrack (or equivalent software) and the Microsoft Office suite
• A proactive, solutions-focused approach and full New Zealand working rights

About Pulse Energy

Pulse Energy is a 100% community owned New Zealand energy company supplying electricity, gas, and broadband nationwide. We’re proud of our South Island roots and our commitment to supporting local communities, from sponsoring the Highlanders to initiatives like the Pay it Forward Programme and Powering Your Community Grants Programme. Recently recognised as one of the Best Places to Work (Gold accreditation), we're equally passionate about creating a workplace where our people feel valued, supported, and empowered to thrive. Join a business that genuinely cares about its people and its customers.

Why Join Us?

• Flexible working: Hybrid applies, after 3 months of employment in the office
• Well-being: Staff Well-being Days, Life and Trauma Cover Insurance, Southern Cross Health Insurance.
• Growth: Regular team social events, 1:1 mentoring, internal up-skilling, and training opportunities.
• Purpose: Be part of a company that values community, innovation, and making a difference.

All applicants must be entitled to work in New Zealand for this position.