Customer Service Support Representative - After-Hours Contact Centre

SmartRecruiters, Inc.; Hamilton; On-site; NZD 60,000 - 64,000; Part time

Benefits offered by this job

Professional development

Discounts at local businesses

Gym memberships

Job summary

Hamilton City Council is seeking a part-time Customer & Community team member to be the voice of residents in our After-Hours space. You will handle a range of enquiries across phone and digital channels, supporting Hamiltonians and neighbouring councils, Saturdays and Sundays 12:30–21:00, 8 hours per day.

Join a friendly team with full training and ongoing support, delivering high-quality service while representing the Council professionally in every interaction.

Qualifications

• Excellent communication across phone and digital channels is essential.
• Strong customer service skills and the ability to support a diverse range of people.
• Ability to multitask and manage time effectively in a busy contact centre.
• Active listening and proactive, solution-oriented mindset.
• Demonstrates attention to detail and follows procedures.

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 to ensure consistent service delivery.
• Advocate for the customer and provide feedback to improve services.

Skills

Excellent communication

Customer service

Multitasking

Active listening

Problem solving

Adaptability

Attention to detail

Time management

Teamwork

Tools

Microsoft Office

Job description

• Part-time
• Group: Customer & Community
• Compensation: NZD 60,000 - NZD 64,000 - yearly

Company Description

Our purpose is to improve the wellbeing of Hamiltonians.

Our mission is to be the leading community-focused Council.

Our vision is to see Hamilton's potential unlocked - it's the best place to live!

We're looking for a someone who is as passionate about Hamilton as we are to join our engaged Customer team.

If you are ready to make a difference, we want to hear from you!

Job Description

Join our Customer & Community team - the vital link between Council services and our residents. As thefirst point of contact, you'll be both thevoice of the customerand theface of the organisation, handling a wide range of enquiries acrossphone 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

Oo puumanawa me oo wheako | Your skills and experience

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.

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.

Note: We will be shortlistingas 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.

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