Customer Resolutions Coordinator - Hybrid Role

Tiaki Wai; Lower Hutt; Hybrid; NZD 63,000 - 89,000; Full time

Benefits offered by this job

Flexible working arrangements (up to 2

Wellbeing programme

Professional development opportunities

5 weeks annual leave after 2 years

Job summary

Tiaki Wai in Petone-based offices is seeking a resolutions specialist to protect resources and ensure fair outcomes for customers. The role offers variety, challenge, and pathways for growth within a hybrid working arrangement.

You will respond, triage, allocate and manage customer complaints through to resolution, and support incident management with clear communications to stakeholders about outages and planned works. There are opportunities to grow in a high-energy team.

Qualifications

• Outstanding customer service and communication skills to effectively respond to customers in a range of situations with empathy.
• Experience in an administration or operational coordination role, with disputes resolution or incident management experience strongly preferred.
• Computer literacy - particularly with the Microsoft Office Suite, and ideally having worked with incident management systems/processes.
• Highly developed listening, verbal, and written communication skills.
• Excellent time management, accuracy and attention to detail to work to deliver in a SLA driven environment.
• The ability to work on-call afterhours 1 week per month as part of our rostered team coverage.

Responsibilities

• Respond, triage, allocate and manage customer complaints through to resolution.
• Support incident coordination and resolution administration functions.
• Lead communication to key stakeholders around outages, incidents and planned works.

Skills

Customer service

Communication

Administration

Operational coordination

Disputes resolution

Incident management

Microsoft Office Suite

Incident management systems

Listening

Verbal communication

Written communication

Time management

Attention to detail

On-call flexibility

Tools

Microsoft Office Suite

Incident management software

Job description

Tiaki Wai in Petone-based offices is seeking a resolutions specialist to protect resources and ensure fair outcomes for customers. The role offers variety, challenge, and pathways for growth within a hybrid working arrangement.

You will respond, triage, allocate and manage customer complaints through to resolution, and support incident management with clear communications to stakeholders about outages and planned works. There are opportunities to grow in a high-energy team.