Customer Care Representative & Senior Customer Care Representative - Fixed Term Positions
Whakatairangatia nga kete o te matauranga ki te ao marama! E te tai whakarunga, e te tai whakararo - nau piki mai, nau kake mai ki te Mana Tohu Matauranga o Aotearoa.
May the baskets of knowledge (education) be brought into the world of light. We welcome one and all to join us at the New Zealand Qualifications Authority.
Mo tenei turanga | About the role
We are looking to recruit a combination of both Senior, and Customer Care Representatives to support NZQA's customers through phone, live chat, and email during our busy examination period on a fixed-term basis starting 1 July through until December 2025.
Each year, NZQA works closely with schools across Aotearoa to successfully deliver NCEA and New Zealand Scholarship examinations and provide a learner-centric and positive exam experience for akonga.
To help us deliver our work, we utilise the services of 5000+ specialists each year to deliver expertise like exam development, management, marking and checking. All these specialists need to register their details with NZQA and access our systems so we can assign them the required work, support them to complete it and make accurate, prompt payments to them.
As a Senior Customer Care Representative, your role will be as the first point of contact and support hub for these specialists if they have any questions about registering their details or accessing and using our systems.
In 2024 we identified that resolving some of these complex queries efficiently and effectively would require a significant amount of specialist knowledge and the ability to navigate multiple NZQA systems confidently.
As a Senior Customer Care Representative, you will be a second-tier resource, focused on managing complex customer issues while maintaining your commitment to offering the highest standards of customer service.
Whilst the Customer Care Representative role will ensure our other customers are being attended to during this busy time. In this role, you will offer excellent customer service to our rangatahi and learners of all ages; support Education Providers and learners, or assist people who wish to live, work, and/or study in New Zealand.
Mou | Who you are
To succeed, you'll be proactive, highly organised and a strong communicator with experience in fast-paced, complex and delivery focused environments. You must demonstrate the experience, capabilities, behaviours and skills required to seamlessly resolve queries relating to payroll, recruitment and vetting, training and system access including navigating and completing multi-factor authentication processes.
It is essential that you demonstrate a strong and proven ability to learn new concepts, systems, processes and ways of working quickly. Due to the nature of our work, it's critical that you be comfortable working with a degree of ambiguity and demonstrate the confidence to provide support and reassurance to our customers. You must have well-demonstrated experience communicating effectively with customers and show the ability to appropriately tailor your communication style to suit the needs of our customers.
Ko tau na i tenei turanga | What you'll bring to the role:
- Minimum two years' experience in a customer service focused role
- Strong level of digital literacy and comfort using and guiding others to use a variety of digital platforms
- Strong demonstrated level of professional customer-service and extensive troubleshooting with well demonstrated ability to explore multiple challenges and issues to offer a `one-stop' shop resolution
- Strong and demonstrated resilience, proven in a high-impact, busy environment supporting customers to resolve hundreds of transactions per day.
- Demonstrated ability to take feedback and coaching onboard and apply a continuous improvement focused lens to their work
- High attention to detail and ability to work accurately and self-manage while juggling multiple priorities in a busy environment
- Well developed emotional intelligence (EQ) and a genuine passion to find solutions and use logical thought processes to resolve issues
- Demonstrated ability to develop and maintain effective working relationships and enjoy working as part of a tight-knit team to resolve challenges and identify potential improvements to ways of working
Nga Painga o NZQA | Why Choose NZQA
A core part of our education system, NZQA ensures that New Zealand qualifications are valued as credible and robust both nationally and internationally. We are accountable for managing the New Zealand Qualifications Framework, administering the secondary school assessment system, qualifications recognition and standard setting for some specified unit standards.
Pehea te tono mai | How You Apply
Apply online with your CV and Covering Letter. Please outline the level of role you are interested in applying for:
- Senior Customer Care Representative, and/or
- Customer Care Representative.
If you are an NZQA employee already, please ensure you apply with a log in using your NZQA email address.
We will be continually reviewing applications as they are received, so would encourage you to submit your CV promptly for consideration.
NZQA is committed to developing a diverse workforce and an inclusive workplace. We provide equal employment opportunities and welcome applications from everyone who can meet the requirements of the role.
Applications close: 5pm on 12 June 2025
