Customer Service Representative

Company Description At Contact, we believe home is the most important place in the world. That belief shapes everything we do, from leading the energy transition to how we power Aotearoa and care for our people and communities. We’re a power, broadband, and mobile company, but we’re also investing boldly in renewable energy and smarter, more connected ways of working. Our ambition is simple: to leave Aotearoa better than we found it. Guided by our tikanga, we’re a team who care deeply about the work we do, how we support one another, and the impact we have. Simply put, we touch lives to make life better. The Opportunity As a Customer Service Representative, you’ll spend your day talking with customers, solving problems, thinking on your feet and helping make things feel simpler when they might otherwise feel stressful or confusing. Responsibilities Support customers across electricity, gas and broadband through clear, helpful conversations. Handle a wide range of needs including billing queries, moving house, credit‑related issues and more complex situations. Use empathy and strong questioning to understand what’s really going on and guide the conversation to the right outcome. Stay calm and solutions‑focused in challenging or emotional conversations. Explain complex information, such as products, plans and digital tools, in an accessible way. Work across multiple systems while balancing accuracy, speed and customer care. Keep learning as our products, tools and ways of working evolve. Additional Notes This role is based at our Tauranga hub. Start date is Monday 7th September with an initial 8‑week training programme, Monday to Friday 8am‑4.30pm. After training, a 40‑hour week between 9am and 6pm Monday to Friday, with one Saturday every four weeks. Qualifications & Attributes You’re someone who enjoys helping people and figuring things out. You know how to build rapport quickly, stay grounded when things get tough, and work through complexity without losing the human side of the interaction. You’ve had experience in a customer‑facing environment handling a range of situations, including complex or high‑pressure conversations, and you’re comfortable working across systems while thinking on your feet. Warm, natural communication style and ability to connect with a wide range of people. Strong listening skills and confidence to ask the right questions. Resilience and emotional steadiness in challenging conversations. Good problem‑solving and decision‑making, especially when things aren’t straightforward. Confidence using technology and working across multiple systems. Attention to detail and genuine care for getting things right. Curiosity and willingness to keep learning and improving. Benefits & Work Environment We offer a flexible working arrangement and a range of initiatives and resources to support physical, mental, financial and emotional wellbeing. This includes flexible working, employee network groups and a market‑leading parental leave policy. The team values diversity and strives to create an inclusive workplace where everyone feels valued, respected and empowered. Application Deadline Applications close Sunday 2nd August. #J-18808-Ljbffr