Outbound Customer Engagement Representative

NZX Limited; Auckland; On-site; NZD 50,000 - 65,000; Full time

Benefits offered by this job

Not specified

Job summary

NZX Limited in Auckland, New Zealand, is seeking an Outbound Customer Engagement Representative to connect with customers, provide information, and help them make informed decisions about their accounts. The role emphasizes quality and volume targets, accurate record-keeping, and adherence to regulatory standards.

The ideal candidate has proven outbound calling experience and strong communication skills, with a commitment to delivering exceptional customer service and compliance.

Qualifications

• A relevant qualification or equivalent knowledge, skills, and experience; commitment to ongoing professional development.
• Proven experience delivering outbound calls and high-quality customer service.
• Familiarity with registry and customer service software; KiwiSaver knowledge is a plus.

Responsibilities

• Engage customers through outbound calls, emails and texts to provide clear information and support.
• Explain account features and investment options to help customers make informed decisions.
• Respond to inquiries, resolve concerns and maintain accurate customer records.
• Meet quality and volume targets while delivering excellent customer experience.
• Ensure all interactions comply with regulatory and quality standards.
• Collaborate with the team and share best practices for continuous improvement.

Skills

Outbound calls

Customer service

Clear communication

Education

Relevant qualification or equivalent knowledge

Tools

CRM software

Job description

About the opportunity

As the Outbound Customer Engagement Representative, you will connect with our customers to provide valuable information and helping them make informed decisions about their accounts. You will build rapport, respond to questions and deliver a positive customer experience while meeting both quality and volume targets. Strong attention to detail is essential, as you maintain accurate records, manage follow-up actions and ensure every interaction meets regulatory and compliance standards. This attention to detail will be evident in the effort you put into your CV and cover letter.

A commitment to excellent customer service and satisfaction is essential.

Some of your key responsibilities will include:

• Engaging customers through outbound calls, emails and text messages, providing clear information and support.
• Explaining account features and investment options to help customers make informed decisions.
• Responding to customer enquiries, resolving concerns and maintaining accurate customer records.
• Meeting agreed quality and volume targets while delivering an excellent customer experience.
• Ensuring all interactions and follow-up actions comply with regulatory and quality standards.
• Collaborating with the wider team, sharing best practice and supporting continuous improvement.

To be successful in this role, it is helpful that you:

QUALIFICATIONS

• A relevant qualification or equivalent knowledge, skills, and experience; and a commitment to ongoing professional development.

EXPERIENCE

• Previous experience of successful delivery in an outbound calling role is a must.
• Customer service experience is preferred.
• Proficiency in using registry and customer service software and other relevant tools.
• A positive attitude and a commitment to providing exceptional customer service.
• Knowledge of KiwiSaver desirable.

In addition to this, you will have the ability to clearly and effectively convey complex information in a clear and concise manner both verbally and in writing, excellent problem-solving abilities and can adapt to changing customers’ needs policies and legislation, whilst continuously improving knowledge and skills in financial services.

This is a full-time, permanent role based in Central Auckland

Friday, 6 November 2026.

For further information or a copy of the position description contact @nzx.com.

About NZX

As New Zealand’s Exchange we are passionate about working with our customers and stakeholders to grow the markets NZX operates, which generate wealth integral to New Zealanders’ prosperity, and New Zealand companies getting ahead.

To support the growth and development of our core markets business, and to ensure we are well connected to New Zealand investors, NZX owns Smartshares (Smart), issuer of Smartshares Exchange Traded Funds, and manager of the SuperLife KiwiSaver scheme.

NZX also provides wealth management services for New Zealand advisers via its Wealth Technologies business.

Only people with the right to work in New Zealand may apply for this position. For advice on obtaining a New Zealand work or residence visa visithttp://www.immigration.govt.nz.