Z Energy Hiring for Platform and Customer Support / Kawenga- Kāraho me Kiritaki Job at Wellington Full Time

Platform and Customer Support / Kawenga- Kāraho me Kiritaki

3 Queens Wharf, Wellington Central, Wellington 6011, New Zealand
Full-time

Company Description

We believe that if we want to be a world class Kiwi Company, we shouldn’t just employ people, divide them into functional departments and tell them what to do. Instead, we defined a purpose – to solve what matters for our customers and their moving world – and go about achieving this by setting clear goals and expectations and embracing diversity of thought.
At Z, Customer Experience is at the heart of everything we do – our strategy, capability development and investment decisions. We’re creating and continually developing products and digital channels our customers will love and that make their lives easier.

Job Description

We believe that if we want to be a world class Kiwi Company, we shouldn’t just employ people, divide them into functional departments and tell them what to do. Instead, we defined a purpose – to solve what matters for our customers and their moving world – and go about achieving this by setting clear goals and expectations and embracing diversity of thought.
At Z, Customer Experience is at the heart of everything we do – our strategy, capability development and investment decisions. We’re creating and continually developing products and digital channels our customers will love and that make their lives easier.
Here at Z we love our innovative digital products – Sharetank, Pay by Plate and all functions of our Z App. Due to growth within our team we are excited to welcome a Platform and Customer Support to the Z whānau to assist our customers with their Z and Caltex digital experiences.
This is a customer focused role providing mostly Tier 2 support and ensuring we deliver value to the app users. You will receive queries via our contact centre partner and provide email and phone support to solve problems and ensure a great experience. This role also includes the opportunity to report on trends and identify any repetitive drivers of friction and make positive changes.
If you are passionate about digitally enabled experiences, can juggle multiple requests, have strong problem-solving skills and can do it all while providing amazing service this could be a great role for you!
Click here to view the Position Description.
You will have the opportunity to

• Respond to, investigate, and resolve customer queries and issues within our Service Level Agreements
• Provide a high level of customer service, owning the issue and where possible providing a resolution at first contact
• Logs issue and bugs, troubleshoot and participate in incident management processes
• Generate weekly/monthly performance and trend reporting
• Identify opportunities for improvement, analysing customer feedback and issues to provide insights into potential improvement opportunities
• Improve and document standard operating procedures, How to Guides and FAQs and processes

Qualifications

What you’ll bring to Z

• 3 years’ experience in a customer service/support role
• Experience in technical support (Tier 2, ticketing management systems, app support) or similar
• A natural problem solver with the curiosity to find innovative solutions
• A positive and motivated attitude
• Strong communication skills, both verbal and written
• Organised and able to juggle multiple requests at different stages
• Patient and enjoys the challenge of empowering users with the knowledge to do things for themselves in the future

And of course, you’ll be passionate about what matters to Z, embracing and living our values to help us deliver on our aspirations and broader commitment to Aotearoa New Zealand.

Additional Information

What we can offer you

• A competitive remuneration package including short-term incentive (bonus) plan, medical insurance for you and your family, enhanced employer contribution for KiwiSaver
• Generous leave provisions including enhanced sick leave, parental leave benefits and the option to buy additional leave
• The opportunity to contribute and be part of a supportive team that is here to make a difference
• A chance to build your own capability through learning from some the industry’s most knowledgeable people who have a desire to share their insights along with access to upskilling opportunities and career development across the organisation
• Two days a year to do Good in your Hood, though our volunteering scheme, a chance for you to help others in your community in a meaningful way to you

Why Z?
Z is a dynamic and innovative Kiwi company that provides energy solutions for today while working on playing our part in Aotearoa’s shift towards a low-carbon future – a transition that we’re passionate about.
Being proudly Kiwi, we’re up for challenging the status quo, stand-up for what we believe is right and most importantly, we back our team to bring their true selves to work every day. Our flexible working approach and Rainbow Tick and Gender Tick accreditations – backed by our strong company values, Stand Up Tū Kaha, Speak Out Tū Maia, Side by Side Tū Kotahi – have created an open and inclusive workplace that promotes personal development, and is underpinned by a desire for our people and our communities to succeed.
We’re distinctive in our approach and if you’re up for a challenge, we’d love you to be part of it. If this sounds like a place you believe you can add value and grow your own capability, then make sure you read Our Why, it’s our founding document and provides further insights in what it means to part of the Z whanau. If Z feels like a good match for your head and your heart, come join us for one heck of a journey!
Whakauru | Apply
Please include a cover letter in your application, telling us why you’re a great fit for Z.
Applications close: Sunday 24th July 2022
Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.
To be considered for this position you must have the legal right to live and work in New Zealand.

Location: 3 Queens Wharf,Wellington Central,Wellington 6011,New Zealand, Wellington City, Wellington

Job Type: Full-time