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Senior Customer Services Representative

The Open Polytechnic of New Zealand
Job Category:
Customer services
Wellington - Hutt Valley
Wellington - Wairarapa
Job Type:
Ongoing - Full Time
Posted Date:
Closing Date:
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Employer Website:

Job Description

Senior Customer Services Representative
Are you an experienced Customer Service Representative who would like to take your career to the next level? If you have a passion for helping people, understand what makes a busy customer services team tick, possess excellent written and oral communication skills, and love to learn new things, then the role of Senior Customer Service Representative at Open Polytechnic might be right for you.
The Open Polytechnic is New Zealand's specialist provider of vocational open and distance learning. We are committed to innovation and excellence in supporting lifelong learning to develop an independent, skilled and internationally
competitive workforce.
The Senior Customer Service Representative role is new for our team. We're looking for someone who understands how to use customer service software for monitoring purposes and can help our busy Customer Service Team Leader manage the day-to-day interactions for our team, assist with training team members and quality coaching, and be the expert in the room on customer queries in the Team Leader's absence. You will also be an active member of the customer services team, answering calls, emails and chats.
The successful candidate will have:
  • experience working in a customer service role
  • an understanding of how customer service software works for prioritising and monitoring phone calls, email and live chat
  • experience mentoring or coaching others in a customer services role
  • excellent written and oral communication skills
  • effective listening skills, a great telephone manner and the ability to empathise with enquirers from a wide variety of backgrounds
  • computer literacy, able to answer queries using a variety of channels including email, web chat and social media
  • ability to prioritise workload to make sure all enquiries are answered within expected timeframes
  • attention to accuracy, and able to quickly assimilate information and provide enquirers with correct information at all times.
You will have previous experience working in a customer service or contact centre role, and be keen to help enquirers with information that will assist them on their study journey. If that sounds like you, and you have the right skills, then we would love to hear from you. 
Applications close 24 January 2018 at 11am. Please note only online applications will be accepted.


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