Customer Experience Specialist (12-months fixed term)

Waitomo Group; Hamilton; On-site; NZD 45,000 - 60,000; Full time

Job summary

Waitomo Group is seeking a Customer Experience Specialist for a 12-month fixed-term role in Hamilton. You will be the primary friendly voice handling calls and emails, guiding customers through their accounts and onboarding new commercial clients.

You’ll maintain records, support the customer portal, and seek smarter, faster ways to resolve queries, including AI-assisted processes. A collaborative team environment with growth opportunities awaits.

Qualifications

• Proven customer service experience.
• Confident, friendly phone manner.
• Sharp attention to detail and ability to juggle priorities.
• Proficient with Microsoft Office suite.
• Curious, resilient problem-solver who builds trust.
• Team player ready to roll up sleeves.

Responsibilities

• Being the first, friendly voice our customers hear on the phone and resolving queries quickly.
• Talking to customers and building rapport with customers over the phone every day.
• Managing fuel card orders, renewals, limit changes and account maintenance.
• Owning the onboarding journey for new commercial customers, start to finish.
• Keeping the Customer Portal running smoothly and supporting users.
• Looking for smarter ways to work, including using AI to work smarter.
• Being a genuine Waitomo brand ambassador on the phone and in person.

Skills

Customer service

Phone communication

Attention to detail

Problem-solving

Team player

Tools

Microsoft Office

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.

Customer Experience Specialist (12-months fixed term)

If you're the kind of person who thrives on variety, loves untangling a good problem, and gets a genuine buzz from making someone's day easier - we want to talk to you.

At Waitomo, exceptional customer service isn't a poster on the wall - it's in our mission. It's how we show up, every interaction, every day. We're looking for a Customer Experience Specialist to bring that same energy to our Shared Services team.

Most of your day will be spent on the phone - talking to customers, sorting out fuel card queries, walking someone through their account, or just being the calm, helpful voice on the other end when something's gone wrong. Add in email support, onboarding new commercial customers, and keeping records accurate and up to date, and no two days look quite the same.

What you'll be doing

• Being the first, friendly voice our customers hear on the phone - resolving queries quickly and getting it right the first time
• Talking to people, a lot - you'll build real rapport with customers over the phone every single day
• Managing fuel card orders, renewals, limit changes and account maintenance
• Owning the onboarding journey for new commercial customers, start to finish
• Keeping our Customer Portal running smoothly and supporting customers who use it
• Looking for smarter ways to work - including using AI to work smarter, not harder
• Being a genuine Waitomo brand ambassador, on the phone and in person

What we're looking for

• Runs on the board in customer service - and a genuine passion for it
• A confident, friendly phone manner - you’re comfortable being on the phone for a good chunk of your day
• Sharp attention to detail and a knack for juggling priorities
• Confidence with the Microsoft Office suite
• A curious, resilient problem-solver who takes ownership and builds trust easily
• A team player who's ready to roll up their sleeves

Why Waitomo?

We’re a Kiwi-owned and operated business that likes to challenge the status quo and keep moving forward.

At Waitomo, you’re not just another number. People matter here. You’ll join a team that backs each other, shares what they know and isn’t afraid to roll up their sleeves and get stuck in.

You’ll get variety, responsibility and the opportunity to grow your skills across different parts of the business. We’re always looking for better ways to do things, so if you’ve got an idea, we want to hear it.

We work hard, we compete, we care about our people and our customers - and we like to have some fun along the way.

If that sounds like your kind of place, we want to hear from you.

This is a full-time position for a 12-month period.