Customer Service Representative - Contact Centre - Cards

Westpac New Zealand Ltd; Auckland; On-site; NZD 45,000 - 65,000; Full time

Job summary

Westpac New Zealand Ltd is seeking a Customer Service Representative for our Cards operation in Auckland. You will be the first point of contact for customers, delivering exceptional service and resolving card enquiries.

The role offers full-time permanent hours on a 7-day rotational roster, with training and development support to grow your career. The ideal candidate is tech-savvy, resilient, and ready to engage with customers in a fast-paced, digital environment.

Qualifications

• Customer service experience with enquiries resolution.
• Clear, confident communication and rapport building.
• Comfort navigating digital platforms and learning new tools quickly.
• Calm under pressure and able to adapt to changing situations.
• Proactive problem-solving mindset and enthusiastic attitude.

Responsibilities

• Provide outstanding phone support to Westpac customers, resolving credit/debit card enquiries via inbound and outbound calls.
• Deliver solution-focused service that contributes to customer satisfaction and business success.
• Create a world-class experience by being empathetic, trusted, and knowledgeable.
• Embrace a growth mindset to help shape the future of banking.

Skills

Customer Service Experience

Strong Communication Skills

Tech-Savviness

Resilience and Adaptability

Positive Attitude

Availability to Start Within 4 Weeks

Job description

Customer Service Representative – Contact Centre Service - all thing CARDS

Full Time, Permanent 37.5 hours a week: 7-day rotational roster, between 7am and 11pm.

Based in Auckland City. Only NZ residents.

Mō te tūranga | About the Role

Are you tech-savvy, resilient, and ready to make a difference? As a Customer Service Representative in our Cards operation, you’ll be the first point of contact for new and existing customers, delivering exceptional service with every interaction.

We’re looking for quick thinkers with a can-do attitude who thrive in a fast-paced, digital environment. You’ll be supported with comprehensive training, ongoing development, and the flexibility to grow your career.

In this role, you will

• Provide outstanding phone support to Westpac customers, resolving credit/debit card enquiries via inbound and outbound calls.
• Deliver solution-focused service that contributes to customer satisfaction and business success.
• Create a world-class experience by being empathetic, trusted, and knowledgeable.
• Embrace a growth mindset to help shape the future of banking.

Nā tōu rourou | What You’ll Bring To

• Customer Service Experience – Confidence in handling enquiries and resolving issues.
• Strong Communication Skills – Ability to build rapport and communicate clearly.
• Tech-Savviness – Comfortable navigating digital platforms and learning new tools quickly.
• Resilience and Adaptability – Ability to stay calm under pressure and bounce back from challenges.
• A Positive Attitude – Enthusiasm for helping others and a proactive approach to problem-solving.
• Availability to Start Within 4 Weeks – Ideally, you’ll be ready to join us soon and hit the ground running.

If you're ready to bring your energy, tech skills, and customer-first mindset to a team that values growth and innovation, we’d love to hear from you.

Na tōu rourou - What will you bring?

• Prior Customer Service Experience: Familiarity with handling customer inquiries, complaints, and providing solutions.
• Strong Communication and Rapport Building Skills: Ability to communicate clearly and build positive relationships with customers.
• A Passion for Helping People: Genuine interest in assisting customers and resolving their issues.
• Confidence in Learning New Digital Platforms and Tech Savvy: Comfort with using various digital tools and quickly adapting to new technologies.
• A Can-Do Attitude: Positive mindset and willingness to tackle challenges.

Ko mātou tēnei | Our Organisation

At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together. What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day.

The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with it! Tono mai ināianei!

Mahi tahi tātou, kaha ake tātou | Together Greater

Applications close: 29 October 2026

Our culture is rich with stories of how our people like to help, our customers, our community and each other.

This is reflected through flexible working arrangements to ensure that our people have a balance in their life with those things that are important to them. Through ensuring that we provide opportunities to everyone regardless of what society throws at them, we are a safe place to work where you are treated equally and appreciated.