Customer Care Specialist
On-siteAuckland, Auckland, New Zealand
Job Summary
Resolve enquiries, complete policy servicing, and reduce repeat contact by delivering fast, accurate, end-to-end service to members and advisers. Handle calls ranging from simple inquiries to complex situations requiring critical thinking and a customer-first approach, supported by comprehensive training and experienced leaders. Operate within a structured, high-energy contact centre environment with clear KPIs and set breaks. This role begins with a six-week training program at the Auckland hub, followed by a flexible hybrid arrangement of in-office and work-from-home days. Join a collaborative team focused on member retention and operational efficiency within nib Group, which serves over 1.6 million Australian and New Zealand residents.
Required Qualifications
- previous experience in customer service and administration roles with a strong focus on accuracy and process
- confident in your computer and data entry skills
- ability to multi-task and navigate systems whilst speaking with members over the phone
- ability to work in a structured and busy environment
- strong relationship management and communication skills
- motivation to achieve set goals and KPIs
- commitment to a six-week training program at our Auckland office
- ability to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment
- ability to complete online chat-based questions to progress to the next stage
Desired Qualifications
- ability to turn an interaction with a member or adviser into an experience they will remember
- ability to deliver fast, accurate, and end-to-end service to members and advisers
- ability to resolve enquiries, complete policy servicing, and reduce repeat contact
- ability to contribute to member retention, operational efficiency, and overall team performance
- ability to bring your personality, empathy and problem-solving skills to every conversation
- ability to handle calls ranging from simple enquiries to more complex situations that require critical thinking and a customer-first approach
- ability to work in a high-energy, fast-paced environment
- ability to work from home after training period completed
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.