Customer Service Consultant

MyLotto; Auckland; Ibrido; NZD 42.000 - 52.000; Tempo pieno

Vantaggi offerti da questo lavoro

Staff discount programme

Cancer care programme

Hybrid working model

Extra paid leave

Personalised development

Recruitment referral bonus

Modern office in Newmarket

Health and wellness benefits

Descrizione del lavoro

Lotto NZ in Auckland is seeking a Customer Service Consultant for a 12-month fixed term contract to support players and retailers across multiple channels.

You’ll join a vibrant Customer Service team, handle inquiries, troubleshoot issues, and guide customers with calm, clear communications while embracing flexible hybrid working from our Newmarket office.

Competenze

• Previous experience in a contact centre environment is required – ideally across multiple customer interaction channels.
• Strong communication skills, with the ability to confidently lead customer conversations, listen carefully, understand customer needs, respond with patience and understanding, and take ownership through to a positive resolution.
• Strong prioritisation and time management skills.
• Excellent verbal and written communication skills - clear, calm, positive and professional.
• The ability to quickly learn technical concepts and apply them to practical troubleshooting.

Mansioni

• Provide support to players and retailers across phone, email, webchat and social media channels.
• Resolve queries and guide customers with confidence and care.
• Log and resolve all queries with efficiency and accuracy.
• Support Lotto NZ retailers with their instore equipment and ticketing processes.

Conoscenze

Contact centre experience

Communication skills

Verbal communication

Written communication

Time management

Prioritisation

Technical troubleshooting

Descrizione del lavoro

Customer Service Consultant (12 month fixed term contract)

At Lotto NZ, we’re believers in inspiring Kiwis to dream big. So working with us means doing meaningful mahi that benefits good causes across Aotearoa. All while having fun along the way.

Everything we do comes back to making sure Kiwis can play in a way that’s healthy and fun, whilst returning 100% of our profits back into our communities around Aotearoa.

• Previous experience in a contact centreenvironment is required – ideally across multiple customer interaction channels.
• Strong communication skills, with the ability to confidently lead customer conversations, listen carefully, understand customer needs, respond with patience and understanding, and take ownership through to a positive resolution.
• Strong prioritisation and time management skills.
• Excellent verbal and written communication skills - clear, calm, positive and professional.
• The ability to quickly learn technicalconcepts and apply them to practical troubleshooting.

Working in theLotto NZ Customer Service teammeans stepping into a world offlexibility,variety, and the chance togrow your skillswith on-the-job trainingwhile making an impact and helping Kiwis every day.

We’re here for ourplayers and retailers365 days a year, and our Customer Service centrebuzzes with energy during these hours. You’ll work rostered shifts across thefollowing operating hours, including one weekend day – because Lotto magicdoesn’t take weekends off!

• Mondays, Tuesdays, Thursdays, Fridays: 7:00am – 8:00pm
• Sundays:7:30am – 6:30pm

You’ll be based atour vibrantNewmarket office in Auckland, with the added bonus ofhybridworking once you’re up to speed.

Our CustomerService team provides friendly, go-to support for our players and retailers –answering queries, solving tech issues, and guiding customers across our phone,email, webchat, and social media channels:

• Providing support to both our digitalcustomers who use the MyLotto app and website, as well as our retail customers.
• Solving problems and making things rightwith confidence and care – including player registration, payments, ticketqueries, prize claim support, technical issues and how to play our games safely.
• Translating technical terms into plainEnglish.
• Logging and resolving all queries withefficiency and accuracy.
• Providing support to Lotto NZ retailers withtheir instore equipment and ticketing processes.

To help you win at work and beyond, we’ve created some purposeful ways to look after you, your whānau and the community we share. Some of this includes:

• Access Perks, our staff discount programme, with great deals and everyday savings across popular NZ brands.
• Cancer Care Programme: access to comprehensive cancer support, including personal health coaching and educational resources. Free and confidential for employees and their whānau.
• Flexibility to have the work-life balance that suits both you and the people you care about via our hybrid working model.
• Extra paid leave for days like Lotto Day at Christmas and Volunteer Day.
• Personalised development to help you grow.
• Recruitment referral bonus.
• Modern office in Newmarket plus barista coffee machine.
• An array of health and wellness benefits such as free flu jabs, access to EAP and onsite gym.
• Opportunity to join any of our Inclusion, Diversity, Equity and Wellbeing networks.
• Enjoy fresh fruit, biscuits, coffee, breakfast, and a selection of teas on us!

* some of these items have specific eligibility criteria

Come as you are / Haere noa mai:

We want you to feel at home when you’re with us. We accept you and celebrate you exactly as you are, no matter your background.

At Lotto NZ, we believe that when everyone’s in, everyone wins. That’s why we’re committed to and intentional about building a diverse and inclusive workforce that our customers and communities can feel a part of. Our focus is to create an environment where you thrive, and where people from all backgrounds feel seen, heard, and understood!

This is your opportunity to join a group of good people, with good vibes who support each other like whānau.

We want you to feel comfortable throughout the recruitment process, so please feel free to let us know if there is anything you need to allow you to participate equitably.

Don’t worry if you think you don’t tick all the boxes – if you have passion and interest, we would love to hear from you.

While applications from any background are actively encouraged, the right to work in New Zealand is a must.

In the publicservice we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.