Customer Services Officer

IMS Group; Nelson; On-site; NZD 42,000 - 60,000; Full time

Job summary

IMS Group's Nelson operation is seeking a Customer Services Officer to handle inbound calls and email queries, providing friendly, solutions-focused support. You will communicate clearly, remain calm under pressure, and work with contractors to uphold service standards.

Key duties include processing customer queries, assisting with freight-related admin tasks, and contributing to reporting and operational activities as needed. Eligibility to work in New Zealand and pre-employment checks apply.

Qualifications

• Experience handling customer inquiries via multiple channels.
• Strong communication and problem-solving skills.
• Proficient in data entry and maintaining accurate records.

Responsibilities

• Process customer queries via phone, email and face-to-face interactions.
• Adhere to national service standards and deliver quality support.
• Assist with operational and admin duties such as sorting, scanning and reporting.

Skills

Customer service

Communication

Data entry

MS Office

Tools

Microsoft Office

Job description

Jora New Zealand will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

About New Zealand CouriersProudly NZ-owned and operated, for over fifty years our company has been driving ahead of the competition thanks to our passionate team and results-focused servicedelivery. Now with over 1,100 employees, and 550 independent contractors in 25 locations across New Zealand, we are proud to serve the local communities we work in, to be New Zealand’s most experienced courier provider, and to be the flagship brand of Freightways.

What we look for in a Customer Services Officer:

Taking inbound calls, answering email queries in support of our customers, your ability to communicate and connect to people will see you achieve exceptional customer service.You will be capable of remaining calm under pressure, and confident in handling customer queries with your solutions-focused approach. With your willingness to collaborate with other employees and contractors, you will be the perfect addition to our Customer Services team.

Key responsibilities include:

• Process customer queries, via phone, email and face-to-face queries
• Adhering to company national standards of service excellence at all times
• Assisting in operational and admin duties like freight-sorting, scanning, reporting, etc. where required

Hours for this role are Monday to Friday, 8.00am – 5.00pm androsteredSaturdays 7.30am – 9.30am

Key attributes

• Results-drivenwith natural problem-solving skills
• Understanding that complaints are opportunities to build better customer experiences
• A high level of accuracy and attention to detail
• Excellent data entry skills and experienced with Microsoft Office
• People-person; great listening skills; can build rapport with customers and colleagues

All applicants will be required to provide proof of their eligibility to work in New Zealand and undertake pre-employment screening including a criminal history check and drug test.