Customer Service Representative l Kaihāpai Moni Oranga l Christchurch Contact Centre
Date: 10 Dec 2024
Location: NZ
Company: Ministry of Social Development
Ministry of Social Development
- Permanent, Full time 37.55 hours per week
- Start Date: 10th February 2025
- Starting Salary: $60,707 with annual progression.
We are a high energy, whanau focused, and supportive team working together to uplift and provide mana enhancing assistance to clients over the phone.
You can hear from some of our CSRs here: https://www.youtube.com/watch?v=QXB3AOrQHkg
What you'll be doing | He aha tāu e mahi ana
You'll be the first point of contact for our clients and provide primarily inbound phone-based support to a range of people with various backgrounds, ages and situations providing them with assistance, tools and support to access our services.
As a CSR, you'll be at the forefront of people's lives, often during challenging times. This means you'll need to be able to lead calls with empathy and understanding to help callers navigate and resolve often complex situations and queries.
You'll be responsible and involved in making important decisions to ensure that people are given the right support.
It's important that we have the right CSRs who understand that the calls we receive can be difficult. You'll be working with callers who are asking for help with basic needs and sometimes there may be situations where we cannot grant the request. However, our aim is to ensure that every client feels respected, listened to and understood and we will work with them to find alternative solutions.
Our training approach will enhance your existing skills to confidently problem solve callers' needs. What you do will make a difference in our communities.
What you'll need to succeed | Ko ngā mea ka hiahiatia e koe kia angitū
- You enjoy quality conversations and are able to understand and show empathy to our people’s complex needs, using effective communication and questioning techniques.
- Be resilient and adaptable with strong fortitude.
- Culturally aware with a strong focus on empathetic communication and has the skills to be able to build trust and rapport with clients.
- An ability to adapt to new technology and quickly learn to operate unfamiliar systems.
- An eagerness to learn and an awareness of what is needed for self-improvement and development.
- You work efficiently, accurately and make good, sound decisions.
What's in it for you l Nōu te rourou
- Annual pay progression every October
- $400 Vision care subsidy service towards the costs of eye tests, glasses, and contact lenses
- Accident insurance coverage for MSD staff
- Capability development framework to support your career aspirations with us
- Staff discount on Southern Cross Health Insurance
- Lots of practical wellbeing support, like Employee Assistance Programme as our vision is to have a workplace where everyone has a sense of purpose.
Our current operating hours are:
You'll be rostered for 37 hours and 55 minutes per week over 5 days between the following:
⦁ Monday - Saturday 6:30am to 10:00pm
⦁ Our standard daily operating hours are between 7am and 6.15pm Monday-Friday and Saturday 7.30am – 1:30pm).
We work on a no surprises basis and will ensure that you will know your scheduled shifts well in advance.
As emergency events happen across NZ, we have a key role in the national response to our communities. We expect flexibility, so you'll need to adapt to new circumstances as they arise.
How to apply: What's next? | He aha e whai ake nei
Internal MSD Employees please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as internal candidate.
Make sure your CV is up to date, so we can get an idea about your skills and experience. In replace of a cover letter, you'll be prompted to answer three questions as part of your application. Please take some time to answer these as these will be used in shortlisting:
- What is your WHY? – Why do you want to work for MSD, what appeals to you about this role?
- What is your understanding of the MSD values? What would you do as a CSR to ensure you are displaying these values?
- Tell us about the computer systems and software you have worked with in your previous employment.
Key recruitment information and dates:
Applications close: Friday 3rd January 2025
Candidates must hold NZ Citizenship or a Permanent Resident visa at time of application.
If you would like to find out more about the role or would like to have a confidential chat about your application, please contact Donna McIntyre on 03 961 4364
Position Description
Salary range: $60,707.00 - $72,990.00
