Customer Service Consultant (12 month fixed term contract)

New Zealand Government; Auckland; Hybrid; NZD 52,000 - 64,000; Full time

Job summary

Lotto NZ in Auckland (Newmarket) is seeking a Customer Service Consultant to handle queries across phone, email, webchat, and social media. You’ll assist players and retailers, troubleshoot technical issues, and guide users through registrations, payments, prize claims and game play.

Hybrid working is available once you’re up to speed, with rosters including weekends. The role emphasizes clear communication, patience, ownership, and the ability to learn technical concepts quickly to resolve

Qualifications

• 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.

Responsibilities

• Providing support to Lotto NZ players and retailers across phone, email, webchat, and social media channels.
• Solving problems and guiding customers on the MyLotto app and website, including registrations, payments, and prize claims.
• Resolving technical issues and ensuring safe play of Lotto games.
• Translating technical terms into plain English and logging all queries with efficiency and accuracy.
• Providing support to retailers with in-store equipment and ticketing processes.

Skills

Contact centre experience

Strong communication

Time management

Problem solving

Verbal and written communication

Job description

Customer Service Consultant (Matanga Hapai Ratonga Kiritaki)Application process:We want our recruitment process to be fair, consistent and transparent. If your application progresses, here's what you can expect:Please review these steps before applying, as each stage is an important part of how we assess candidates for this role.Candidates who meet the initial role requirements will be invited to complete a brief online video interview and assessment. These activities help us assess role-related skills, including written and verbal communication, and must be completed for your application to progress.Shortlisted candidates will then be invited to an in-person interview at our Newmarket office.Before an offer is confirmed, preferred candidates will be asked to complete two satisfactory reference checks, a Ministry of Justice criminal history check and a credit check. Any information identified will be considered in relation to the requirements of the role.If you need any support or adjustments to participate equitably in the recruitment process, please let us know.A bit about you / He korero mou: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.Your team / To ropu:Working in the Lotto NZ Customer Service team means stepping into a world of flexibility, variety, and the chance to grow your skills with on-the-job training while making an impact and helping Kiwis every day.We're here for our players and retailers 365 days a year, and our Customer Service centre buzzes with energy during these hours. You'll work rostered shifts across the following operating hours, including one weekend day ' because Lotto magic doesn't take weekends off!Mondays, Tuesdays, Thursdays, Fridays: 7:00am ' 8:00pmWednesdays & Saturdays: 7:00am ' 9:00pmSundays: 7:30am ' 6:30pmYou'll be based at our vibrant Newmarket office in Auckland, with the added bonus of hybrid working once you're up to speed.Your day-to-day / Au mahi ia te ra:Our Customer Service 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 digital customers who use the MyLotto app and website, as well as our retail customers.Solving problems and making things right with confidence and care ' including player registration, payments, ticket queries, prize claim support, technical issues and how to play our games safely.Translating technical terms into plain English.Logging and resolving all queries with efficiency and accuracy.Providing support to Lotto NZ retailers with their instore equipment and ticketing processes.