Hybrid Multi-Channel Customer Service Consultant

New Zealand Government; Auckland; Hybrid; NZD 52,000 - 64,000; Full time

Job summary

Lotto NZ in Auckland (Newmarket) is seeking a Customer Service Consultant to handle queries across phone, email, webchat, and social media. You’ll assist players and retailers, troubleshoot technical issues, and guide users through registrations, payments, prize claims and game play.

Hybrid working is available once you’re up to speed, with rosters including weekends. The role emphasizes clear communication, patience, ownership, and the ability to learn technical concepts quickly to resolve

Qualifications

• Previous experience in a contact centre environment is required, ideally across multiple customer interaction channels.
• Strong communication skills, with the ability to confidently lead customer conversations, listen carefully, understand customer needs, respond with patience and understanding, and take ownership through to a positive resolution.
• Strong prioritisation and time management skills.
• Excellent verbal and written communication skills - clear, calm, positive and professional.
• The ability to quickly learn technical concepts and apply them to practical troubleshooting.

Responsibilities

• Providing support to Lotto NZ players and retailers across phone, email, webchat, and social media channels.
• Solving problems and guiding customers on the MyLotto app and website, including registrations, payments, and prize claims.
• Resolving technical issues and ensuring safe play of Lotto games.
• Translating technical terms into plain English and logging all queries with efficiency and accuracy.
• Providing support to retailers with in-store equipment and ticketing processes.

Skills

Contact centre experience

Strong communication

Time management

Problem solving

Verbal and written communication

Job description

Lotto NZ in Auckland (Newmarket) is seeking a Customer Service Consultant to handle queries across phone, email, webchat, and social media. You’ll assist players and retailers, troubleshoot technical issues, and guide users through registrations, payments, prize claims and game play.

Hybrid working is available once you’re up to speed, with rosters including weekends. The role emphasizes clear communication, patience, ownership, and the ability to learn technical concepts quickly to resolve