Customer Service Specialist - Seeking Expressions of Interest

Mercury; Tauranga; On-site; NZD 50,000 - 60,000; Full time

Job summary

A leading energy provider is seeking a Customer Service Specialist in Tauranga. This role involves assisting customers with their enquiries, requiring strong communication and problem-solving skills. The candidate should have prior experience in customer service environments and must be comfortable working in a dynamic setting. Full benefits include additional leave and training programs. Applications close on 15 October 2025.

Benefits

Additional 5 days leave per annum

$400 one-off tax-free payment for home office setup

Discounted health insurance

Well-being programme with annual check-ups

Gender affirmation leave and bereavement leave

Qualifications

• Experience in a customer service environment, including retail, reception, contact centres, or hospitality.
• Ability to see the big picture and use creative problem solving.
• Intermediate computer skills with efficiency in learning new programs.

Responsibilities

• Assist customers with various enquiries including bills and service changes.
• Investigate queries with other departments for satisfactory resolutions.
• Stay updated with product knowledge and complete assigned duties.

Skills

Customer service experience

Creative problem solving

Intermediate computer skills

Strong communication

Professional attitude

Job description

Customer Service Specialist

Mercury is a bold, future-focused organisation providing energy and telecommunications to more Kiwis, leading the way with renewable energy and a sustainable future. Our purpose is to take care of tomorrow by connecting people and places today.

The Opportunity: We are looking for expressions of interest for the role of Customer Service Specialist. You will work with our team and customer base in the Service Hub, which provides exposure to learn about the various facets of the business.

What you will be doing:

• Work in our contact centre to assist with a variety of enquiries such as helping customers understand their bills, moving services, reporting faults, and related tasks.
• Investigate queries with other departments to ensure a satisfactory resolution for customers.
• Keep up to date with product and company knowledge, and perform other duties as assigned.

We are looking for:

• Experience in a customer service environment, including retail, reception, contact centres, or hospitality.
• Ability to see the big picture and use creative problem solving.
• Intermediate computer skills, ability to learn new programs and databases, and to move between them efficiently.
• Comfortable working to a schedule.
• Strong communicator with resilience in challenging conversations.
• Friendly and professional attitude.

Need to know:

• Shifts rostered Mon–Fri 7:30am–7:30pm, Sat–Sun 8:00am–8:30pm.
• Work from one of our offices in Auckland, Tauranga, Hamilton or Oamaru.
• 5-week induction with training to learn about products and listen to experienced agents before taking calls.
• Opportunity to work some days from home after the initial 6 months, on a trial basis.
• Start date for this role is 3 November 2025.

Mercury Offers (full benefits listed on our Career Page):

• Additional 5 days leave per annum (MyDays)
• $400 one-off tax-free payment toward setting up a home office
• Diverse workplace where your unique abilities are recognised and encouraged
• Annual salary reviews with an excellent parental leave policy, with the option to purchase additional leave
• Opportunities and facilities of working for one of New Zealand's multi-utility providers
• Discounted health insurance and free life and income insurance
• Well-being programme including up to $100 annual check-ups and confidential assistance program
• Gender affirmation leave and bereavement leave to support you during difficult times

Mercury is a learning organisation committed to providing opportunities to grow and develop now and in the future. Part of the role includes building your skillset and mindset through various programmes, creating an energised, innovative and agile work environment where you feel valued.

Every voice has its place - and together, we thrive.

At Mercury, we believe a diverse team strengthens our organisation. If you are passionate about creating Energy Freedom and want to join our team, we encourage you to apply for roles that match your skills and interests, even if you don't meet every criterion.

The start date for this role is 3 November. Applications are invited promptly.

Applications close 15 October 2025 at 5:00pm. If you need any support, please reach out to [emailprotected].