Customer Support Specialist - Empathy Hotline

Marketplace; Auckland; Hybrid; NZD 63,000 - 74,000; Full time

Benefits offered by this job

Annual pay progression

Vision care subsidy

Accident insurance

Capability development framework

Staff discount on health insurance

Employee Assistance Programme

Job summary

Ministry of Social Development in Auckland is seeking a Customer Service Representative to be the first point of contact for clients, providing inbound phone support and guiding them to the services they need. You will listen with empathy and work to resolve challenges while using MSD systems to offer accurate information.

You will receive structured training on MSD product knowledge, ongoing support, and development opportunities.

Responsibilities

• Inbound phone support for clients from diverse backgrounds.
• Guide clients through MSD services with clear, accurate information.
• Listen with empathy and resolve challenges during calls.
• Use MSD systems and tools to provide appropriate support.
• Maintain respectful, patient, and professional communication.
• Adhere to rostered shifts and participate in training programs.

Job description

Ministry of Social Development in Auckland is seeking a Customer Service Representative to be the first point of contact for clients, providing inbound phone support and guiding them to the services they need. You will listen with empathy and work to resolve challenges while using MSD systems to offer accurate information.

You will receive structured training on MSD product knowledge, ongoing support, and development opportunities.