Customer Experience Specialist—Front Desk & Digital Help

Central App; Alexandra; Hybrid; NZD 50,000 - 65,000; Full time

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 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.