Customer Service Representative

NZ Transport Agency Waka Kotahi; Wellington; Hybrid; NZD 56,000 - 68,000; Full time

Benefits offered by this job

Hybrid work model

Training and development

Employee benefits

Job summary

NZ Transport Agency (NZTA) is hiring in Wellington for Customer Service Representatives. You will handle inbound phone calls and emails, delivering timely, accurate advice and ensuring a positive customer experience. The role includes full training and ongoing coaching in a hybrid office/home setup.

Starting salary is $62,192 NZD plus KiwiSaver, with opportunities to progress to Senior CSR and higher remuneration. The position requires availability for rotating shifts and weekend coverage.

Qualifications

• Proven ability to deliver outstanding customer service.
• Excellent verbal and written communication skills.
• Able to learn new systems quickly and use multiple channels (phone, email).
• Strong problem-solving approach and attention to detail.
• Willingness to learn Te Ao Māori and Treaty of Waitangi context.

Responsibilities

• Deliver outstanding service through inbound phone support and email.
• Provide timely and accurate advice to customers.
• Participate in comprehensive training and ongoing coaching.
• Work as part of Wellington-based contact centre team.

Skills

Customer service

Communication

Problem solving

Tech-savvy

Learning systems

Attention to detail

Adaptability

Māori culture awareness

Tools

CRM systems

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!

Here’s what you need to know about joining our awesome Contact Centre:

• The roles are permanent full time with a starting salary of $62,192 + Kiwi Saver
• We offer hybrid working in office and from home (where suitable and criteria are met)
• We can offer you excellent training and development with genuine opportunities to progress to Senior CSR with increased remuneration
• Great employee benefits

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 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 1 4th January 2027.

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.

Rá Katinga | Applications close:

3 November 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.