Customer Service Representative

Customer Service Representative

Our Hamilton Contact Centre is growing! If you want to be part of a highly engaged team focused environment, you are someone who genuinely cares about providing great customer service and you love to learn and develop, look no further!

Here's what you need to know about joining our awesome Contact Centre:

• You must be available for a 6th November 2025 start
• The roles are permanent full time with a starting salary of $60,216 + Kiwi Saver
• We offer hybrid working in office and from home (where suitable and criteria are met)
• We can offer you excellent training and development with genuine opportunities to progress to Senior CSR with increased remuneration
• You will get 5 weeks annual leave + great benefits
• We are located in Hamilton East close to many great eateries including Made Market

Te Whiwhina mahi | The Opportunity

At NZ Transport Agency Waka Kotahi, it all starts with our people. Come and be part of a special organisation that is connecting Aotearoa in more ways than one!

As a Customer Service Representative, you will be responsible for delivering outstanding service to our customers through both inbound phone-based support and email interactions. You'll provide timely and accurate advice and make a positive impact on our customers' experience.

We will provide you with training and make a strong commitment to your on-going coaching and development needs to enable you to confidently deliver solutions that meet our customers' needs.

Based in the popular location of Hamilton East, with access to local eateries including Made Market with on street parking close by.

Hours

We will be recruiting for hours Monday to Friday 7.55am – 6pm, Saturday and Sunday 8:30am - 5pm. Full time, 40 hours per week – rotating weekly shifts within the hours above. Rosters are published every 3 weeks.

Please note you must be available to work Saturday and or Sunday when required as part of your shift pattern.

Training

You'll need to be available full time between 8am – 4.30pm, for onboarding and then training starting on 6th November 2025.

Ko koe tēnei | About you

We would love to see a diverse range of background and experience, but a few things stand out to us that make a great Customer Service Representative.

• A passion for delivering outstanding customer service
• Great communication skills
• An ability to flex and adapt
• An energetic attitude
• An innovative approach to problem solving and working smarter
• Experience working in a Contact Centre
• Great attention to detail and be able to retain complex information
• Have the willingness to learn and have a high level of computer literacy

A criminal or traffic conviction or traffic infringement will not necessarily exclude you from appointment. However, given the role of NZ Transport Agency Waka Kotahi in respect of road safety, all Transport Agency employees are expected to role model driving behaviours expected of road users. Therefore, it is our usual practice to run a License check and not to appoint people who have within the last 7 years had a conviction under the Land Transport Act 1998.

You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public sector.

Ko wai mātou | About us

At NZ Transport Agency | Waka Kotahi, it all starts with our people. The organisation's performance and success depends on the people who choose to make this a great place to work and make a difference for Aotearoa. Waka Kotahi has a strong future focus, understanding that new technologies and changing customer expectations mean the transport system we know today will not be the one we deliver in ten years time.

The Customer and Services Group helps deliver a positive land transport experience by making interactions with Waka Kotahi products and services simple, easy to use and effective for users.

Along with our other benefits we also have new Waka Kotahi Life, Income Protection and Critical Illness Insurance scheme available for permanent employees.

You must already hold the right to work in New Zealand in order to be considered for these roles.

Rā Katinga | Applications close: 17 September 2025

For further information, email: careers@nzta.govt.nz

To be considered for this position you must have a legal right to live and work in New Zealand.

Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.