Customer Service Representative

JobsCloseBy Editorial Insights

Contact Energy is hiring multiple full‑time Customer Service Representatives for its Wellington CBD site, starting 30 March, onsite with an eight‑week training program, then a 40‑hour week Monday to Friday 8am–5pm with one in four Saturdays. You’ll handle inbound calls across electricity, gas, broadband and future products, solving issues like high bills or disconnections with empathy and clarity while guiding customers to better plans and services. No scripts, just real conversations across multiple channels. To apply, tailor your CV to show concrete customer outcomes, give examples of calm problem solving, and be ready for a one‑way video interview after CV review; apply quickly as there are multiple roles.

Company Description

At Contact, we’re all about making home a great place to be – whether that’s your own whare or our shared home of Aotearoa. We’re focused on creating a future that’s cosy, connected and sustainable, by transitioning to lower emissions and delivering great value, great products and great customer experiences.

That’s where our Customer Service Representatives come in. As a CSR, you’ll help customers get the most out of their Contact experience – answering questions about our products, sorting billing queries, and supporting smooth change‑of‑address requests. You’ll connect with customers through a mix of channels, including phone, WhatsApp and app chat, helping us deliver the award‑winning service we’re known for.

We’re growing and have multiple CSR roles available at our Wellington CBD site, starting 30 March. If you’re looking for a role where you can make a real difference every day, this could be the perfect next step.

Job Description

Would you love a role with one of New Zealand’s favourite power retailers? We’re on the lookout for our next group of Customer Service Representatives to join the Contact whānau. At Contact Energy, we’re proud of the service we deliver and genuinely believe we offer some of the best customer experiences in Aotearoa.

As a Customer Service Representative, you’re the face and heart of our customer business. You’ll be supporting everyday Kiwis through inbound calls across electricity, gas, broadband and other products we introduce in the future. Every conversation is an opportunity to make things easier, clearer and better for our customers.

Your focus in this role is all about delivering outstanding customer experiences. You’ll start by supporting customers through our phone channel, and over time you’ll also connect with them via our digital channels. Day to day, you’ll be doing things like:

• Helping customers through a wide range of situations, from high bills and disconnections to credit‑related and more complex or emotional conversations — staying calm, empathetic and solutions‑focused to get the best outcome
• Checking customers are on the best plan for their needs and identifying other Contact products or options that could work better for them and their whānau
• Navigating multiple systems to find the right information and resolve customer issues efficiently
• Taking technically complex information and making it easy to understand, especially when supporting customers with broadband setup and digital tools

This role can be challenging at times, but it’s also incredibly rewarding. You’ll be supported by a caring, inclusive team environment where learning, growth and wellbeing are genuinely valued — giving you everything you need to thrive at Contact.

Qualifications

Ko wai koe | About you   

A great attitude is first and foremost! We are really big on 360 feedback here at Contact, so that means from your leader/ team mates/ and customers, learning is a everyday occurrence! 

Working across multiple systems you’ll need to be comfortable with computers, with a great typing/processing speed to keep up with the mahi! 

We aren’t looking for robots and don’t use scripts, so being able to connect with people and hold a conversation is a must. 

Additional Information

After you apply you will be contacted via email regarding the next steps, please keep an eye on your spam/junk folder!

The process: 

1. After you apply your CV will be reviewed within 2 working days (Monday - Friday). 
2. If you're shortlisted you'll complete a one way video interview.
3. If we like what we see, we'll be in touch to have a chat an organise an in person interview at our Wellington office. 

Please note: 

• Multiple roles so apply quick, as you don't want to miss out! 
• This role is based at our Wellington office
• Start date is 30 March with an initial 8 week training program, full time, Monday to Friday 8am-5pm.
• Following that - a 40 hour week between 8-5 Monday to Friday with 1 in 4 Saturdays rostered on. 

Here at Contact Energy (Te Mata Hiko), we know our strength lies in developing a sense of belonging - one that helps us attract and retain people with a broad range of perspectives and experiences.

We’re committed to creating a workplace where everyone feels valued, respected, and empowered to bring their whole selves to work. Our goal is to reflect the diversity of our customers and communities to help build a better Aotearoa New Zealand.

We have a rich community of talented people that we support to thrive at Contact.

Our inclusive hiring process is designed to embrace the diversity of Aotearoa New Zealand, ensuring a wide range of perspectives are included in our decision-making and helping reduce bias along the way.

The wellbeing of our kaimahi is super important to us.

We use employee insights to offer a range of initiatives and resources to support physical, mental, financial and emotional wellbeing – including flexible working arrangements, employee network groups and a market-leading parental leave policy.

At Te Mata Hiko, we want everyone to thrive. We welcome applicants far and wide - of every age, stage, background, and pride. Join us and be part of a team that values your passion and attitude just as much as your experience and skills.

Please note, only candidates with the right to live and work in New Zealand will be considered for this role.

Research shows that while men apply to jobs where they meet 60% of the criteria, women and those in underrepresented groups tend to only apply if they tick every box. We're not about box ticking, so if you think you have what it takes but don't meet everything stated above, please still get in touch. We'd love to kōrero.

Te Mata Hiko (Contact Energy) does not accept any CVs received from recruitment agencies where a formal engagement has not been confirmed and agreed to with our Talent team. In the event that unsolicited CVs are submitted by recruitment agencies, Te Mata Hiko (Contact Energy) reserves the right to contact these candidates directly and consider them for current/future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers.