Customer Service Representative

NZ Transport Agency Waka Kotahi; Hamilton; On-site; NZD 52,000 - 66,000; Full time

Benefits offered by this job

Life Insurance

Income Protection

Critical Illness Insurance

Job summary

NZ Transport Agency (Waka Kotahi) is seeking a Customer Service Representative based in our Wellington central contact centre. You will deliver outstanding service through inbound phone-based support and email interactions, providing timely and accurate advice to improve the customer experience.

We offer comprehensive onboarding and ongoing coaching, with a 40-hour week on a rotating shift pattern. Training starts with induction programmes scheduled for mid November, supporting your growth in a

Qualifications

• A passion for delivering outstanding customer service.
• Great communication skills and energetic attitude.
• Ability to adapt in a fast-paced environment.
• Innovative approach to problem solving and working smarter.
• Experience working in a Contact Centre.
• Tech-savvy with the ability to learn new systems quickly.
• Great attention to detail and ability to retain complex information.
• Willingness to learn and develop new skills.

Responsibilities

• Provide inbound phone-based support and email assistance to customers.
• Deliver timely, accurate advice to improve customer experience.
• Contribute to a positive and learning-focused team environment.
• Participate in training and onboarding to build confidence and capabilities.

Skills

Customer service

Communication

Adaptability

Problem solving

Experience in contact centre

Tech-savvy

Attention to detail

Willingness to learn

Tools

Computer literacy

Job description

Our Contact Centre is GROWING!

If you want to be part of a highly engaged team focused environment, you are someone who genuinely cares about providing great customer service and you love to learn and develop, look no further!

Te Whiwhinga mahi |The opportunity

At New Zealand Transport Agency (NZTA), it all starts with our people. Come and be part of a special organisation that is connecting Aotearoa in more ways than one!

As a Customer Service Representative, you will be responsible for delivering outstanding service to our customers through both inbound phone-based support and email interactions. You'll provide timely and accurate advice and make a positive impact on our customers’ experience.

We are committed to your success, providing comprehensive training and ongoing coaching to equip you with the confidence and capability to deliver solutions that meet our customers’ needs.

These roles are based in our Wellington central contact centre.

For more information, view the position description here.

Hours

We're recruiting across the following hours:

• Weekdays: 7:55am-6:00pm
• Weekends: 8:30am-5:00pm

You'll work 40 hours per week on a rotating shift pattern, with rosters issued every 3 weeks. Please note you must be available to work Saturday and or Sunday when required as part of your shift pattern.

Training

You'll need to be available full-time (8:00am-4:30pm) to complete onboarding and training, with induction programmes scheduled for mid November.

Ko koe tēnei | About you

We would love to see a diverse range of background and experience, but a few things stand out to us that make a great Customer Service Representative are:

• A passion for delivering outstanding customer service
• Great communication skillsand energetic attitude
• An ability to flex and adaptin a fast paced environment
• An innovative approach to problem solving and working smarter
• Experience working in a Contact Centre
• Tech-savvy with the ability to learn new systems quickly
• Great attention to detail and be able to retain complex information
• Have the willingness to learn and have a high level of computer literacy

You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public sector.

A criminal or traffic conviction or traffic infringement will not necessarily exclude you from appointment. However, given the role of NZTA in respect of road safety, all Transport Agency employees are expected to role model driving behaviours expected of road users.

Ko wai mātou |About us

At NZTA, it all starts with our people. The organisation’s performance and success depends on the people who choose to make this a great place to work and make a difference for Aotearoa. NZTA has a strong future focus, understanding that newtechnologies and changing customer expectations mean the transport system we know today will not be the one we deliver in ten years time.

The Customer and Services Group helps deliver a positive land transport experience by making interactions with Waka Kotahi products and services simple, easy to use and effective for users.

Along with our other benefits we also have new Waka Kotahi Life, Income Protection and Critical Illness Insurance scheme available for permanent employees.

Rā Katinga | Applications close:

14 September 2026

For further information, email: [e-mail]

To be considered for this position you must have a legal right to live and work in New Zealand.

Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.