Impactful Inbound Support Specialist - Empathy-Driven

Ministry of Social Development NZ; Christchurch; On-site; NZD 52,000 - 60,000; Full time

Benefits offered by this job

Vision care subsidy

Accident insurance coverage

Career development framework

Staff discounts on health insurance (S

Employee Assistance Programme

Job summary

Ministry of Social Development NZ – Christchurch seek an agent to be the first point of contact for clients via inbound calls. You will guide callers to services, provide clear information, and offer tools to access support while listening with empathy.

You will handle a range of situations, navigating systems to deliver appropriate assistance and maintaining professionalism and respect for all clients.

Qualifications

• Take inbound phone calls from people in diverse and challenging situations, helping them access services.
• Provide clear and accurate information about available support and services.
• Lead conversations with patience and empathy, ensuring callers feel heard and respected.
• Be comfortable using technology and MSD systems while talking to clients.
• Navigate complex situations using available tools and resources to support needs.

Responsibilities

• Guide clients through services with accurate information.
• Offer tools and support to help clients access needed services.
• Listen with empathy and resolve challenges during calls.
• Make decisions using MSD tools to ensure the right support is provided.

Skills

Inbound calls

Empathy

Clear communication

Tech literacy

Job description

Ministry of Social Development NZ – Christchurch seek an agent to be the first point of contact for clients via inbound calls. You will guide callers to services, provide clear information, and offer tools to access support while listening with empathy.

You will handle a range of situations, navigating systems to deliver appropriate assistance and maintaining professionalism and respect for all clients.