Customer Experience Representative

Central App

Alexandra

Hybrid

NZD 50,000 - 65,000

Full time

2 days ago

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Benefits offered by this job

Dog friendly workplace

Active social club

Learning and development opportunities

Supportive team culture

Wellbeing programme

Additional leave

Job summary

Central Otago District Council is seeking a Customer Experience Representative based in Alexandra to be the welcoming face of the Council. You will resolve enquiries at first contact, support digital enablement, and route complex requests to the right teams.

Working hours are Monday, Tuesday, Thursday and Friday from 8:15 am to 5:00 pm, in our Alexandra Service Centre. The role emphasizes a customer-first mindset and collaborative teamwork with internal departments.

Qualifications

Proven experience in customer service and frontline resolution.
A high level of digital literacy with the ability to confidently navigate multiple software systems.
Patience and the ability to confidently coach people with varying levels of computer skills.
Strong listening and questioning skills to quickly grasp customer needs.
A positive, friendly, and pleasant attitude, combined with honesty and integrity.
Experience in Local Government is an advantage, but not essential.

Responsibilities

Serve as an approachable, empathetic first point of contact for face-to-face, phone, and digital interactions.
Actively support the community's digital transition by coaching customers on how to complete council business online.
Utilise active listening to efficiently resolve high-volume inquiries (including rating, debtor, and general community queries).
Accurately triage and categorise complex requests to ensure they are directed to the correct internal teams without delay.
Adopt a "customer-first" and problem-solving mindset, aligning with our values: Be Respectful, Work Together, Be Courageous.
Undertake any other duties, tasks, or projects as and when required to support the broader operational needs of the Council.

Skills

Customer service

Digital literacy

Active listening

Questioning skills

Positive attitude

Patience

Job description

Central Otago District Council:Customer Experience Representative

Be the welcoming face of the Central Otago District Council in the Māniatoto!

Are you passionate about your community and love helping people? We are looking for an approachable, efficient, and digitally savvy individual to join our Community Experience team as a full-time Customer Experience Representative based in our Alexandra Service Centre.

About Our Organisation

Here at Central Otago District Council, we are a team with a common goal – to make a meaningful impact on our community and shaping the future of this remarkable region. Joining CODC means more than just finding a new workplace; it’s about becoming a part of a network of forward-thinking individuals who are passionate about creating a positive and enjoyable work environment every day. As a values-based organisation, we centre our work on our whakataukī: ‘Me manaaki tētahi ki tētahi, me pakihiwitahi te tū – kia haere tahi ai tātou’ - Respect each other, stand shoulder to shoulder – So that we may travel on this journey together.

About the Role

As the foundational tier of our Customer Experience team, you are the welcoming "front door" to the Council. You will focus on delivering a customer-centric experience by resolving enquiries at the first point of contact, empowering our community through digital enablement, and expertly directing more complex requests to the right departments. We champion a collaborative "One Team" mindset, working constructively alongside internal departments to build strong working relationships and support the wider organisation in achieving positive experiences for the community.

Your Working Hours

Monday, Tuesday, Thursday and Friday 8.15 am to 5pm.

Key Responsibilities

Serve as an approachable, empathetic first point of contact for face-to-face, phone, and digital interactions.
Actively support the community's digital transition by coaching customers on how to complete council business online.
Utilise active listening to efficiently resolve high-volume inquiries (including rating, debtor, and general community queries).
Accurately triage and categorise complex requests to ensure they are directed to the correct internal teams without delay.
Adopt a "customer-first" and problem-solving mindset, aligning with our values: Be Respectful, Work Together, Be Courageous.
Undertake any other duties, tasks, or projects as and when required to support the broader operational needs of the Council.

About You

To be successful in this role, you will bring:

Proven experience in customer service and frontline resolution.
A high level of digital literacy with the ability to confidently navigate multiple software systems simultaneously.
Patience and the ability to confidently coach people with varying levels of computer skills.
Strong listening and questioning skills to quickly grasp customer needs.
A positive, friendly, and pleasant attitude, combined with honesty and integrity.
Experience in Local Government is an advantage, but not essential.

Benefits