Customer Service Representative

DX Mail; Auckland; On-site; NZD 42,000 - 60,000; Full time

Benefits offered by this job

Health insurance discounts

Dental discounts

Employee Assistance Programme (EAP)

Job summary

DX Mail in Penrose, Auckland, is seeking a Customer Service Representative to respond to customer enquiries related to mail tracing, accounts, product orders, and general concerns within agreed timeframes. You will document interactions, conduct necessary research, and ensure timely resolutions.

You will handle complaints professionally, analyse enquiry trends, and support proactive customer service strategies to improve client satisfaction.

Qualifications

• Previous experience in a customer service or call centre role.
• Experience handling customer complaints and resolving issues.
• Knowledge of mail services, logistics, or related industries (preferred).
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Ability to multitask and work efficiently in a fast-paced environment.

Responsibilities

• Respond to customer enquiries related to mail tracing, accounts, product orders, and general concerns within agreed timeframes.
• Accurately document all customer interactions and conduct necessary research to ensure timely resolutions.
• Handle customer complaints professionally, analyse enquiry trends, and report to the Customer Services Supervisor.
• Support proactive customer service strategies and liaise with clients to resolve lost mail issues.

Skills

Customer service

Call centre experience

Complaint handling

Mail services knowledge

Verbal communication

Written communication

Problem solving

Multitasking

MS Office

Team player

Independent worker

Adaptable to new systems

Tools

Customer service software

Microsoft Office Suite

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

We have a new and exciting opportunity to join our DX team as a Customer Service Representative - Penrose

About the team

Based at our Penrose head office, just 10 minutes from the train station, we offer on-site parking and a friendly, welcoming team. We work closely with everyone, staying at the core of the business while collaborating across departments in a dynamic yet relaxed environment. Our team is approachable, supportive, and always ready to help.

Here's what you'll do…

As a Customer Service Representative, you will respond to customer enquiries related to mail tracing, accounts, product orders, and general concerns within agreed timeframes. You will accurately document all customer interactions, conduct necessary research, and ensure timely resolutions.

You will handle customer complaints professionally, analyse enquiry trends, and report to the Customer Services Supervisor. You'll also support proactive customer service strategies, liaise with clients to resolve lost mail issues, and collaborate with third‑party suppliers. Ongoing training and development will support you in meeting both personal and company objectives.

What we're looking for…

Some of the key things you'll need to perform this role successfully are:

• Previous experience in a customer service or call centre role
• Experience handling customer complaints and resolving issues
• Knowledge of mail services, logistics, or related industries (preferred)
• Excellent verbal and written communication skills
• Strong problem‑solving and analytical skills
• Ability to multitask and work efficiently in a fast‑paced environment
• Proficiency in customer service software and Microsoft Office Suite
• A positive, professional, and customer‑focused attitude
• Strong organisational skills and attention to detail
• A team player who can also work independently
• Adaptable and open to learning new systems and processes

At DX Mail, we have an inclusive work environment and actively embrace people's diversity, ideas, talents, and experiences. Our vision and values are at the heart of all that we do, with a team genuinely committed to delivering reliable and premium service to our customers.

If you're looking for a role that provides advancement opportunities, we offer upskilling and training. Many of our leaders started in entry‑level roles.

In addition, you'll have access to discounted Southern Cross health insurance, Lumino Dental discounts, and the Employee Assistance Programme (EAP). We also recognise our teams' dedication and service through monthly shout‑outs and team recognition.

More about DX Mail

As New Zealand's only dedicated business mail specialist, we've provided Kiwi businesses with mail solutions for over 40 years.

We began in the 1970s as an interchange system for lawyers exchanging documents between practices and have grown to become leaders in business mail communication through hard work, passion, and commitment. Our nationwide team is dedicated to delivering fast, secure, and cost‑effective services every day.

Come and join us…

Applicants for this position must have the legal right to work in NZ.

DX Mail is committed to ensuring a safe and healthy work environment. Therefore, you will be required to pass a drug test and Ministry of Justice security check. Evidence will be required at the pre‑employment stage of our recruitment process.