Location: Auckland and Christchurch preferred
7-Day Rotational shifts
Mō te Tūranga | About the Role
Are you passionate about delivering exceptional customer experiences in a digital-first environment? Do you thrive in a fast-paced, high-stakes setting where every interaction matters? As an eChannel Customer Service Representative, you’ll be at the forefront of Westpac’s digital engagement strategy — a role that demands agility, strategic thinking, and deep knowledge of our products, services, and customer expectations.
This is a highly visible and multifaceted role, requiring you to manage complex customer enquiries across multiple digital platforms, including:
- Westpac website and feedback forms
- Social media channels (Facebook, X, Instagram, LinkedIn)
- App store reviews
- Video conferencing coordination
You’ll work closely with internal teams across the business to resolve issues, support digital initiatives, and ensure every customer interaction reflects Westpac’s values of care, simplicity, and performance. Your ability to interpret sentiment, identify emerging trends, and provide actionable insights will be key to enhancing our digital customer experience.
Na tōu rourou | What will you bring?
- Advanced written communication skills and digital fluency
- Proven experience in customer service, ideally in a complex or regulated environment
- Strong understanding of Westpac’s digital channels, products, and customer journeys (or ability to learn quickly)
- High emotional intelligence, empathy, and a customer-first mindset
- Ability to manage competing priorities and work autonomously
- Strategic problem-solving and stakeholder management skills
- Attention to detail and a proactive approach to continuous improvement
- Banking experience with Cards knowledge would be preferred
Paearu Angitū | Success Metrics
Success in this role will be measured by:
- Customer Satisfaction (CSAT): Maintaining high satisfaction scores across digital channels
- Response Time: Meeting or exceeding SLAs for timely responses across platforms
- Resolution Quality: Achieving first-contact resolution and reducing repeat enquiries
- Engagement Accuracy: Ensuring tone, content, and brand alignment in all communications
- Stakeholder Feedback: Positive feedback from internal teams on collaboration and issue resolution
- Trend Identification: Proactively identifying and escalating emerging customer issues or digital experience gaps
- Contribution to Initiatives: Supporting digital campaigns and projects with insight and execution excellence
Ko mātou tēnei | Our Organisation
At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.
At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.
What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!
Tono mai ināianei! | Apply Now!
Apply today with your CV and Cover Letter.
The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.
Mahi tahi tātou, kaha ake tātou | Together Greater
Applications close:
24 July 2025