Customer Service Case Intake Clerk

HRS Talent Solutions; Nelson; Remote; NZD 31,000 - 33,000; Full time

Job summary

HRS Talent Solutions is seeking a detail‑oriented Customer Service Case Intake Clerk to join our remote team. In this role you will review incoming web forms and emails, verify reference numbers against the correct records, and update cases with the appropriate identifiers while preserving privacy and accuracy.

You will work from a private home office or suitable alternative, handle repetitive tasks with care, and escalate when matches are uncertain.

Qualifications

• No formal qualifications specified in the listing.

Responsibilities

• Read assigned web-form and email replies containing case references.
• Check the number against the correct online system.
• Compare the minimum approved details before linking a message.
• Attach a confirmed reply to the existing request.
• Flag a mismatched, missing, or duplicate reference for review.
• Ask a concise clarification question when the employer's process permits it.
• Record the current status and next owner accurately.
• Keep private information out of general team notes.

Job description

Customer Service Case Intake Clerk

Customer Service | Reference Intake | Remote | Full-time or part-time | 22.50–24.00 per hour

One number, the right request

People often reply to an earlier service message with a reference number, but that reply does not automatically land in the correct record. This remote intake position helps connect incoming online forms and emails to an existing case. You would check the supplied number, compare the permitted identifying details, update the record when the match is clear, and ask for help when it is not. You will not open another person's case simply because a number looks familiar.

A private home office or suitable alternative supports careful handling of messages. The employer will explain its equipment and coverage expectations.

A mistyped digit can lead to the wrong file. If a number does not return a match, read the rest of the message and follow the employer's lookup procedure. If two requests share a customer's name, use the approved identifiers rather than choosing the newest one. When the message raises a new issue in addition to the old one, keep that distinction visible for the reviewer. A correct link saves time for both the customer and the support team.

This is office administration that underpins customer service. A customer may simply want to know whether a reply was received. You can acknowledge its receipt once the proper record is found, without promising that a substantive request has been approved. If a message contains personal details beyond what the intake team needs, use only the secure fields and channels the employer provides.

Daily activities

• Read assigned web-form and email replies containing case references.
• Check the number against the correct online system.
• Compare the minimum approved details before linking a message.
• Attach a confirmed reply to the existing request.
• Flag a mismatched, missing, or duplicate reference for review.
• Ask a concise clarification question when the employer's process permits it.
• Record the current status and next owner accurately.
• Keep private information out of general team notes.

No previous case management employment is necessary. Customer service or office administration background is useful but optional. The company will teach the reference format, lookup procedure, privacy rules, and escalation point. You should be comfortable with online records, careful with numbers, and willing to stop when a match is uncertain.

A reply may contain a reference number that belongs to a different category of service than the customer describes. Check whether the number is being used as background information or as the case they want updated. If the sender has two current requests, summarize which issue relates to each one without merging them. The work can be repetitive, but each case deserves an exact match. A mistake here can expose information to the wrong person or hide a new request behind an old status. Use the employer's approved confirmation steps whenever a lookup is uncertain.

At the end of an assigned shift, leave a small list of cases awaiting a number or clarification. A colleague should be able to see whether the customer has been asked for information and whether a response has arrived. Do not send the same request twice simply because a pending case remained in the queue overnight. The company will provide the status labels and turnaround expectations.

A customer might quote an invoice number when the next team needs an order reference. Read the surrounding message and check the approved online lookup instructions before labelling the number. If it cannot be matched confidently, ask for the specific additional detail the team allows. Never put a guessed reference on another person's case. A correct link between the enquiry and its record lets a colleague answer the underlying question without making the customer repeat the whole request.

Application details

You may have relevant experience matching forms, tracking requests, or checking an identifier before making a change. An example from school or volunteering can show the same attention. Training is provided for beginners. Applicants invited to the next stage may be asked to apply on the company’s website. It will explain the reference system to selected candidates.