Customer Service Centre Agent | Māngai Pokapū Mana Ārai

New Zealand Government Joba; Nelson; On-site; NZD 62,000 - 67,000; Full time

Benefits offered by this job

Flexible working

Career development

Secondment opportunities

Training

Job summary

Department of Conservation seeks a Customer Service Centre Agent to join the Visitor Services Team. You will respond to public queries via phone and email, coordinating with teams across DOC to provide accurate information and directions.

Based in Invercargill, Christchurch, or Nelson, this permanent, full-time role offers a Monday–Friday schedule with a 8:00am–5:00pm window and flexible working options where feasible.

Qualifications

• Excellent phone manner and ability to stay calm under pressure.
• Ability to juggle multiple tasks and prioritise effectively.
• Strong report-writing and summarising skills.
• Ability to handle diverse customer queries with clarity.
• Experience in a call centre is advantageous.

Responsibilities

• Respond to customer queries by phone and email in a timely manner.
• Educate the public and route queries to the appropriate team.
• Coordinate with multiple departments to resolve issues.
• Maintain accurate records of customer interactions and outcomes.
• Contribute to a positive customer service experience.

Skills

Phone etiquette

Prioritisation

Communication

Microsoft Office

Call centre experience

Tools

Microsoft Office

Job description

Are you a high-performing multi-tasker who always puts the customer first and strives to deliver professional service? We offer career development, secondment opportunities, and training to help you achieve your goals. Permanent, full-time position based in Invercargill, Christchurch or Nelson. Flexible working supported.

Our vision: Nature is thriving in Aotearoa | Te Oranga o te Ao Tūroa Mō te tūranga

About the role

We're looking for our next Customer Service Centre Agent to join the Visitor Services Team. This role will require you to be a quick learner and can understand how to educate and respond to a variety of queries from the public over the phone and by email. This position will see you liaising with the public effectively and efficiently as you respond to customer queries or direct callers to the appropriate team across the Department of Conservation. One minute you could be forwarding messages through regarding compliance work, the next you could be directing our callers to the operations team with a potential stranding across our shores or helping someone with booking a campsite stay. No day will look the same. You will have the appropriate support from your team with Customer Service Centre Agents being situated across Aotearoa. This is a Monday to Friday role, with standard hours between 8:00am to 5:00pm. Enjoy a work-life balance with weekends off! This is a permanent, full-time role which can be based in Invercargill, Christchurch, or Nelson.

Skills and experience

You’ll thrive in this role if you can adapt quickly to changing priorities, confidently juggle competing demands, and establish positive working relationships with a wide range of people.

• A great phone manner and the ability to be calm under pressure
• Ability to think on your feet and be able to prioritize a variety of tasks
• Strong Microsoft Office skills and the ability to report and summarise on your works
• Be able to manage conflicting queries and provide the appropriate advice
• Be able to deliver a message efficiently with clear and concise communication
• Previous call centre experience will be advantageous.

What's in it for you?

DOC is committed to a culture where everyone can participate, thrive, and grow. We're driven by our values and behaviours, and are working towards being an organisation that is diverse, equitable, and inclusive by default. We also support flexible working arrangements for our kaimahi across Aotearoa, with options considered based on the role and in discussion with your leader.

Salary: $62,192-$67,446, depending on skills and experience.

Eligibility: You must hold a valid New Zealand work visa that covers the duration of employment.

Applications close at 11:59 pm on Sunday, 11 October 2026. This advert may close early.

For further enquiries, please contact Anna Basova, Recruitment Advisor, at [e-mail].