Hybrid Customer Resolution Specialist

Tiaki Wai; Wellington; Hybrid; NZD 69,000 - 85,000; Full time

Benefits offered by this job

Flexible working up to 2 days fromhome

Wellbeing programme including one paid

Professional development opportunities

5 weeks annual leave after 2 years

Job summary

Tiaki Wai is seeking a dedicated individual to join our resolutions team in Petone, Wellington. This full-time role focuses on investigating and resolving escalated customer complaints while minimising impact to councils and the organisation.

You will collaborate with stakeholders and manage communications during outages and planned works. The ideal candidate has strong customer service skills and experience in disputes or incident management, plus solid MS Office proficiency.

Qualifications

• Outstanding customer service and communication skills to effectively respond to customers with empathy.
• Disputes resolution or incident management experience strongly preferred.
• Computer literacy - Microsoft Office Suite and incident management systems.
• Highly developed listening, verbal, and written communication skills.
• Excellent time management, accuracy and attention to detail in an SLA-driven environment.

Responsibilities

• Investigate and resolve escalated customer complaints.
• Support and advise Council stakeholders.
• Support communication to key stakeholders around outages, incidents and planned works.

Skills

Customer service

Disputes resolution

Incident management

Microsoft Office

Communication skills

Time management

Tools

Microsoft Office Suite

Incident management systems

Job description

Tiaki Wai is seeking a dedicated individual to join our resolutions team in Petone, Wellington. This full-time role focuses on investigating and resolving escalated customer complaints while minimising impact to councils and the organisation.

You will collaborate with stakeholders and manage communications during outages and planned works. The ideal candidate has strong customer service skills and experience in disputes or incident management, plus solid MS Office proficiency.