Empathetic Phone Support Specialist for Social Services

New Zealand Government; Auckland; On-site; NZD 63,000 - 74,000; Full time

Benefits offered by this job

Annual pay progression

Vision care subsidy

Accident insurance coverage

Capability development framework

Staff discount on Southern CrossHealth

Job summary

The New Zealand Government is seeking a Customer Service Representative to provide inbound phone support for clients across diverse backgrounds. You will guide callers to available MSD services, offer practical tools, and assist with navigating complex needs with empathy.

A structured training programme will build your product knowledge and confidence to work independently. You will join a high-energy team, working 37.55 hours per week, with shifts across weekdays and Saturdays.

Qualifications

• Handles inbound calls from diverse backgrounds with professionalism.
• Communicates information clearly and accurately about MSD services.
• Demonstrates empathy and active listening to resolve caller concerns.

Responsibilities

• Be the first point of contact for clients via inbound calls.
• Provide clear information about available MSD services.
• Offer tools and support to help clients access services.
• Navigate challenging calls with patience and empathy.

Skills

Inbound phone support

Empathy

Clear communication

Tech savviness

Rostered shifts

Tools

CRM software

Job description

The New Zealand Government is seeking a Customer Service Representative to provide inbound phone support for clients across diverse backgrounds. You will guide callers to available MSD services, offer practical tools, and assist with navigating complex needs with empathy.

A structured training programme will build your product knowledge and confidence to work independently. You will join a high-energy team, working 37.55 hours per week, with shifts across weekdays and Saturdays.