MyLotto Looking for Customer Service Consultant at Newmarket, Auckland Full Time

About us:

Here at Lotto NZ, winning at work means doing meaningful and interesting mahi that makes a difference for our community – and having fun while doing it.

We are part of a team that inspires the dreams of everyday Kiwis – while making some of those dreams a reality.

But what we do is bigger than that. Everything we do comes back to making sure Kiwis can play in a way that is healthy and fun, while returning 100% of our profits back to communities around Aotearoa.

We know we have hit the jackpot when we hear about the positive impact Lotto NZ’s profits have made for good causes across NZ.

This is your chance to be part of it all!

About the role:

We are looking for people who are experienced and highly skilled communicators to join our growing and diverse Customer Service team. The role is focused on supporting our online MyLotto customers with using the MyLotto app, website and games and providing technical support to our large retail network. We do this through different customer-facing channels.

We need candidates who have proven experience delivering great customer service through:

• Voice: Inbound and outbound calling
• Email: Customer support responses
• Webchat & Social: Real-time customer support, monitoring and responses

What you will be doing:

As a Customer Service Consultant for Lotto NZ, you will:

• Support customers during their digital journey from MyLotto registration, to payment, to the withdrawal of a prize.
• Resolve customer problems using sound problem-solving tools and techniques.
• Assist with general MyLotto business and Retail support.
• Utilise your technical troubleshooting ability to enable our Retail network,
• Technical and ticketing troubleshooting, implementation of new Lotto sites and site changes, prize claims and incident investigations.
• Assist customers in a multi-channel environment, including phone, webchat, email and social.

What you will bring:

Your skills and experience:

• Have a customer-first mindset
• Strong and effective verbal and written communication skills
• Ability to interact effectively with a wide range of people
• Ability to translate technical speak into easily understood language & instructions
• Have good operational knowledge of desktop/laptop and mobile device environments, as well as network and wireless technologies
• Have a genuine passion to find solutions and use logical thought processes to resolve issues
• Have well developed EQ

About the position:

If you choose to work in Customer Service at Lotto NZ, you are choosing flexibility, variety, and the opportunity to learn and thrive.

We operate 365 days a year, and our hours of operation are:

06:30am – 08:00pm Monday, Tuesday, Thursday, Friday
06:30am – 09:00pm Wednesdays & Saturdays
07:30am – 06:30pm Sundays

Shift patterns include a weekend day and there is some flexibility with full and part time hours, and the option to work longer days to achieve a 4-day working week, or a variation on this.

Part time is a minimum of 30 hours, and full time is 40 hours per week.

You will be working from our Corporate HQ in Newmarket and can spend some time working from home.

When it comes to the work you’ll be doing, there are two different pathways available across multiple channels:

• Customer Engagement
• Retail Network and Customer Engagement

Working for Lotto NZ:

Lotto NZ exists to provide safe gaming for New Zealanders to play and win while contributing money back to Kiwi communities.

Thanks to Lotto NZ players, every year thousands of community groups and organisations around the country receive essential funding to help make good things happen in our communities.

Our focus at Lotto is to create an environment where you thrive. We are intentional about building a diverse and inclusive culture where people from all backgrounds feel seen, heard, and understood. This is your opportunity to join a group of good people, with good vibes who support each other like whānau.

To help you win at work we offer several benefits, including:

• Medical insurance and as well as life, income protection and critical illness cover to help you weather life’s storms.
• An annual wellness benefit to support your wellbeing.
• Flexibility to create a work-life fit that both works for you and the people you care about.
• Extra paid leave to give back to yourself and your community, including Lotto Day and Volunteer Day.
• A bright, light, modern and fun office environment with access to an onsite gym, breakfast, fresh fruit, and quality coffee.
• Personalised development to help you evolve and grow, including access to LinkedIn learning.

Applications from any background are actively encouraged, however the right to work in New Zealand is a must.

If you are keen to make a meaningful difference, while doing interesting and unique mahi for an iconic kiwi brand, apply via SEEK or visit mylotto.co.nz/careers