Customer Service Representative - Contact Centre - Cards

Westpac New Zealand; New Zealand; On-site; NZD 55,000 - 70,000; Full time

Job summary

Westpac New Zealand in Auckland City is seeking a Customer Service Representative for the Cards operation. You will handle inbound and outbound calls, resolving credit/debit card enquiries with empathy and accuracy.

A fast-paced digital environment requires quick thinking, a can-do attitude, and excellent communication to deliver a world-class service. Comprehensive training and ongoing development support your growth within the organisation, with a 7-day roster and 37.5 hours per week.

Qualifications

• Experience handling customer inquiries and resolving issues.
• Clear, effective communication and rapport-building skills.
• Comfort with digital platforms and learning new tools quickly.
• Ability to stay calm under pressure and adapt to change.
• Enthusiasm for helping customers and proactive problem solving.

Responsibilities

• Provide outstanding phone support to customers for card enquiries via inbound and outbound calls.
• Deliver solution-focused service to enhance customer satisfaction and business success.
• Create a world-class experience by being empathetic, trusted, and knowledgeable.
• Contribute to a growth-minded team and assist in shaping the future of banking.

Skills

Customer service

Communication

Tech-savviness

Resilience

Positive attitude

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 thrive in this role, you’ll need:

• 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?

To be successful as a Customer Service Representative in our Cards operation, having the following experiences and skills is crucial:

• 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 you!

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodivergent, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.

Mahi tahi tātou, kaha ake tātou | Together Greater

Applications close:

29 October 2026