Customer Service Representative

Our Palmerston North and Wellington 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! 

Please apply with your cover letter and CV.  

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

• You must be available for a 2nd October 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 

Te Whiwhinga 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 central Palmerston North and Wellington CBD, with access to plenty of local eateries!

For more information, view the position description here. 

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 2nd October 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 Te Mahau | Customer and Services Group help deliver a positive land transport experience by making interactions with NZ Transport Agency Waka Kotahi products and services simple, easy to use and effective for users.

Deliver great transactional products and services through operational excellence and a customer focus. 
 

Support the effective operation of the land transport system by making transactional and backend services simple, easy to use and effective for the user. 
 

Continue to improve the experience of people who interact with Waka Kotahi and our services and products by driving efforts to assess and elevate areas where the customer experience can be optimised to make customer interactions consistent, simple, and positive experiences. 
 

Develop a service and back-end delivery capability to support effective and efficient operation of new and emerging functions for Waka Kotahi including licensing, ERP incentive schemes, National Ticketing, and Safety Camera Systems and ticketing. 

Create our customer and services strategy with others to deliver an integrated customer and user experience informed by understanding our customer requirements to advise the business on how we can strengthen our focus in this area. 

Me pēhea te tuku tono | How to apply: 
Please click apply to upload your CV and cover letter detailing your suitability for the role.

Rā Katinga | Applications close:

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.