Customer Resource Delivery Assistant

HRS Talent Solutions; Hamilton; Remote; NZD 38,000 - 40,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Resource Delivery Assistant for remote support. The role involves reviewing online requests, selecting approved resources, and delivering them via the proper channel while recording the interaction.

This introductory position emphasizes reading, qualifying guidance, and routing to the correct resource. The work is remote with flexible hours, supporting efficient customer service and documentation.

Qualifications

• Introductory customer service and office administration role.
• Read requests and identify the approved material that matches the question.
• Explain why a link is relevant and use current approved resources.

Responsibilities

• Review routine online requests.
• Identify the current approved guide, form, or help page.
• Send the relevant material through the designated channel and record the exchange.
• Note the resource delivered and any follow-up requested by the customer.
• Check address and attachments before sending documents containing account information.
• Flag outdated or confusing resources to content owners.
• Refer questions needing a specialist to the appropriate team.

Skills

Customer service

Office administration

Reading online material

Attention to detail

Job description

Customer Resource Delivery Assistant

Customer Service Resource Delivery Remote

Full-time or part-time
Pay: 27.25–29.00 per hour

Remote customer help, one useful resource at a time

Customers sometimes need a guide, form, or instruction sheet rather than a long explanation. The Customer Resource Delivery Assistant reviews routine online requests, identifies the approved material that matches the question, sends it through the designated channel, and records the exchange. This is an introductory customer service and office administration role. You will not create policy answers or choose a document merely because its title sounds close.

Choosing carefully

A customer might ask how to update a profile. The team may have separate instructions for changing a contact email and changing the legal name on an account. Read the actual request and the resource descriptions before sending either one. If the material does not answer the question, ask a clarifying question or refer the case. A generic attachment can make a customer feel unheard. If an older guide is still stored in the system, use the current approved version and flag the outdated one for the content owner.

After delivery, note which resource was sent and any follow-up the customer requested. Check the address and attachment before sending a document that contains account-specific information. If the material is publicly available, a direct link may be more useful than an attachment; follow the employer's preference. The objective is a precise, traceable response that saves the customer time.

Examples of your work

• Read assigned requests in an online customer inbox.


• Identify the question and any account context already provided.


• Locate a current approved guide, form, or help page.


• Check whether the resource is appropriate for that customer and channel.


• Send a brief, specific message explaining what the material covers.


• Record the resource sent and the case status.


• Flag outdated, broken, or confusing resources to the content team.


• Refer a question that requires a specialist's answer.

A background answering customer questions or organizing office information may be useful, but is optional. The employer will teach the resource library, privacy rules, and routing decisions. You should be comfortable reading online material, explaining why a link is relevant, and noticing when no available guide fits. Someone new to office work can succeed by checking the source and seeking help when an answer is outside the approved material.

The opening is remote and may have part-time or full-time hours. A private home office or similarly suitable space supports customer communication; the hiring company will specify equipment and working hours.

The approved resource may be a step-by-step guide or a short answer in a help centre. Read enough of it to understand its limits. A general article about account settings should not be sent as if it resolves a specific billing problem. If a link requires sign-in, tell the customer that plainly rather than assuming they can open it. If the recipient reports that the instructions do not match what appears on screen, capture the discrepancy for the content owner and help route the unresolved question. One accurate reply can prevent a chain of increasingly generic messages.

Some resources have similar names but different audiences. A staff-only instruction should never be sent to a customer merely because its title sounds useful. Confirm the intended audience in the library. If the resource needs an account sign-in, explain that access requirement in the message so the customer understands why the link may not open immediately.

A customer asking for a guide may already have received an outdated version. Check the topic and the approved current resource before sending anything. If the file is restricted to certain account types, refer the eligibility question to the proper colleague instead of bypassing the access rule. Record what was delivered and whether the link worked. If the customer asks for an explanation beyond the supplied material, keep the new question with the original request for the customer service team to answer.