About the Opportunity:
Our Customer Experience team is looking for an effervescent and kind, solutions focused Customer Experience Representative with a passion for delivering exceptional, quality customer service. These front facing positions play a key role in creating the overall customer experience and building rapport with our customers.
With a focus on continuous improvement, we’ve been on a journey revaluating our customer service offering to the community and we’re looking for the right candidates to help us bring our ‘first contact resolution’ vision to fruition.
Customer Experience Representatives are the first point of contact to handle all customer interactions through either phone, email, website or social media channels in a friendly, professional and efficient manner. There will also be the expectation to provide support across the wider customer experience team as required, including the payments counter. This is a one year fixed term position based in Napier.
In this role, you'll:

• Be the first point of contact for our community across multiple channels including phone, email, website, and social media
• Handle enquiries and provide solutions with a focus on first-contact resolution
• Process various financial transactions and maintain accurate records
• Build strong relationships with both internal and external stakeholders
• Contribute to continuous improvement initiatives to enhance our customer service
• Work in a supportive team environment where your ideas and initiative are valued
• Have opportunities for growth and development within the organization

We offer a positive work culture focused on partnership, accountability, transparency, and excellence, along with the satisfaction of contributing to the wellbeing of our region's environment and community.

About you:
You're a people person who thrives on helping others and has a natural talent for building rapport.
Your friends would describe you as someone who:

• Has a kind, friendly, and empathetic personality with a great sense of humor
• Stays calm under pressure and approaches challenges with a positive attitude
• Takes pride in delivering exceptional customer service
• Is naturally curious and enjoys learning new things
• Brings energy and enthusiasm to everything you do

To succeed in this role, you'll need:

• Experience in customer service or a similar customer-facing role
• NCEA Level 2 or equivalent qualification
• Strong computer skills and comfort with learning new systems
• Excellent communication skills and attention to detail
• A valid driver's license
• Cash handling experience and comfort with financial transactions
• The ability to work independently while being a great team player
• An appreciation for tikanga Māori and commitment to incorporating Te Reo Māori in relevant interactions

Most importantly, you'll share our passion for serving the community and protecting our region's natural resources for future generations.

How to apply | I pēhea ki te whakauru:
Applications close 15 December 2024 however we will be interviewing suitable candidates as they apply so please express your interest for the role ASAP.
All applicants must have existing rights to work in New Zealand.
We value diversity and as such we do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status although applicants must have existing rights to work in New Zealand. HBRC is responsible for Civil Defence emergencies and as such, all staff may be called upon to support the response.
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Please apply via Seek.
About us | E pā ki a mātou:
At Hawke’s Bay Regional Council our purpose is to work with our community to protect and manage the region’s precious taonga of rivers, lakes, soils, air, coast and biodiversity for health, wellbeing and connectivity. Our organisation is diverse and our work is varied. Our structure comprises of six key business units; Corporate Services, Integrated Catchment Management, Asset Management, Māori Partnerships, Policy & Regulation, and the Executive Advisory Group which also consists of the Civil Defence and Emergency Management.


We focus on prioritising:
Te kounga o te wai, te haumarutanga me te mārohirohi ā-āhuarangi o te whakamarutanga | Water quality, safety and climate-resilient security.
Kia koi, kia toitū hoki te whakamahinga o te whenua | Climate-smart and sustainable land use.
Kia ora, kia āhei, kia mārohirohi ā-āhuarangi hoki te rerenga rauropi | Healthy, functioning and climate-resilient biodiversity.
Kia toitū, kia mārohirohi ā-āhuarangi hoki ngā ratonga me ngā hanganga ā-whare | Sustainable and climate-resilient services and infrastructure.
15 November 2024