Customer Service Support Representative - After-Hours Contact Centre

Hamilton City Council; Auckland; Vor Ort; NZD 34.000 - 48.000; Teilzeit

Benefits dieser Stelle

Professional development

Discounts at local businesses

Gym memberships

Zusammenfassung

Hamilton City Council is seeking an enthusiastic After Hours Customer Service Representative to join our Customer & Community team in Auckland. You will be the voice of the customer across phone and digital channels, handling inquiries in our weekend after-hours space and supporting neighbouring councils where needed.

The role focuses on delivering friendly, efficient service, navigating multiple systems, and applying agile thinking to resolve issues.

Qualifikationen

• Excellent communication across phone and digital channels.
• Strong customer service skills and a positive attitude.
• Able to multitask and manage time effectively in a fast-paced environment.
• Active listener with a customer-centric mindset.
• Flexible, proactive and able to work in a team or independently.

Aufgaben

• Respond to customer queries via phone, email, live chat, and social media for Hamilton City Council and neighbouring Councils in our After-Hours space.
• Navigate multiple systems and tasks simultaneously with accuracy and efficiency.
• Apply agile thinking to resolve issues and adapt to changing priorities.
• Follow established processes and procedures to ensure consistent service delivery.
• Advocate for the customer internally, providing feedback to improve services.
• Represent the Council with professionalism and positivity in every interaction.

Kenntnisse

Communication

Customer focus

Multitasking

Active listener

Team orientation

Tools

Microsoft Office

Jobbeschreibung

He angituutanga| The opportunity

Join our Customer & Community team – the vital link between Council services and our residents. As the first point of contact, you’ll be both the voice of the customer and the face of the organisation, handling a wide range of enquiries across phone and digital channels in our after hours space.

The work pattern is Saturday and Sunday 12.30 - 9.00pm. 8 hours each day.

Key Responsibilities

• Respond to customer queries via phone, email, live chat, and social media for Hamilton City Council and neighbouring Councils in our After-Hours space
• Navigate multiple systems and tasks simultaneously with accuracy and efficiency.
• Apply agile thinking to resolve issues and adapt to changing priorities.
• Follow established processes and procedures to ensure consistent service delivery.
• Advocate for the customer internally, providing feedback to improve services.
• Represent the Council with professionalism and positivity in every interaction.

This is a unique opportunity to gain knowledge and experience of a variety of council's business functions within a contact centre environment. You will be kept busy processing requests for service, enquiries, and payments. Using the knowledge gained from your training and within our Knowledge Base, you will interpret facts and deliver on individual customer requests on a case‑by‑case basis specific to their needs.

We offer a friendly and inviting team environment with full training and ongoing support. This is a part time positon supporting across our After Hours team to ensure we are delivering to our purpose of improving the wellbeing of Hamiltonians.

Qualifications

• have excellent communication skills through all channels – Phone and Digital streams
• have top‑notch customer service skills
• get a positive buzz out of supporting a diverse range of people (both external and internal)
• enjoy learning new skills and soaking up information
• are enthusiastic and self‑motivated with a 'can do' attitude
• demonstrate a proven ability to multitask and manage time effectively.
• be a quick thinker with a proactive, solution‑oriented mindset.
• Be detail‑oriented with a commitment to following procedures.
• able to work in a team environment as well as independently with a customer service focus
• have an intermediate level of Microsoft Office skills and other business systems
• have an elevated level of flexibility and adaptability to manage multiple diverse tasks
• are an active listener with the ability to remain calm in any situation

(It’s also for you if you don’t meet EVERY one of these points. These are our nice-to-haves, not our must-haves!)

Additional Information

He aha te wariu o te utu kaimahi? | What’s the salary?

Starting at $29.90 per hour, depending on skills and experience.

Ngaa waahi whakarato painga kei a maatou| What we offer

You’ll have access to a range of benefits (HCC) including:

• Opportunities for professional development
• Discounted purchases from local businesses; gym memberships, cafes, dentists, hairdressers and many more.

Closing date: 11 October 2026

Note: We will be shortlisting as we receive applications.

Council is committed to honouring the principles of Te Tiriti o Waitangi/Treaty of Waitangi through its relationship with Kiingitanga, Waikato Tainui, mana whenua and maataa waka within Hamilton Kirikiriroa.

All candidates will be notified of the outcome on their application via email. Short-listed candidates will be required to complete an interview process, reference checks and a criminal check. Further background checking will be required when relevant to the role. View more information about these checks, our commitment to the Privacy act and details for international applicants by clicking here

It is important to us that we support you throughout our selection process (interview and assessments). If you have any access needs during this process, let us know in advance so we can make sure these are met.

As a council, we believe in creating a welcoming environment where everyone feels valued and belongs. We value inclusiveness (Kotahitanga) – we respect and value the unique perspectives, experiences, and talents that everyone brings.

This role is being sourced directly. If/where Hamilton City Council requires the support of a recruitment agency, we will seek this support from our panel of selected agencies. Hamilton City Council will not be responsible for, and will not pay, any commissions, fees or other payments related to unsolicited contact.