National Contact Centre Representative

Listed 11 days Ago

Due to the recent creation of a National Contact Centre, several positions are available.

Contracts: All roles are permanent, full-time, 40 hours per week

Location: You must be able to work onsite at the SPCA Mangere Centre and work remotely, from your home.

Hours of work: You will be given a set roster, but cover is required at times. Shifts fall between Monday-Sunday 8:00AM-7:00PM (most shifts will be 8:30AM – 5:00PM). You need to work one day in the weekend. Some rosters have combined days off and other rosters have split (non-consecutive) days off.

About the role

This is an exciting opportunity! Working in our National Contact Centre is a rewarding role. Our National Contact Centre team directly help to resolve the calls SPCA receives about animal welfare issues in New Zealand. Our Contact Centre staff are responsible for taking calls from the public, entering information into our databases, and sending that information to our field staff (our field staff then attend or resolve the animal welfare concerns that are reported to us). 

We are seeking friendly people who have excellent phone manners, strong customer service skills, and a passion for animal welfare. You will be responsible for questioning callers to obtain the information about animal welfare matters, and for providing callers with animal welfare related advice (training will be provided). You are also responsible for ensuring callers have positive experiences when contacting the SPCA. Due to the creation of a new National Contact Centre, we are also pleased to say there are some exciting upcoming changes in the Contact Centre space.  

What we can offer you

· Make an actual difference for New Zealand’s animals

· Work with highly passionate people

· Great “purrks”! Including a paid day off for your birthday 

What we need from you 

Our ideal candidate will have:

· Customer service or Contact Centre experience, 

· Excellent communication and customer service skills

· An excellent phone manner 

· A positive and professional approach

· Empathic, resilient, and non-judgemental

· Strong Microsoft Office and computer skills, and the ability to use multiple programmes simultaneously

· Experience with contact centre software and customer databases

· The ability to thrive in a fast-paced and sometimes high-pressure environment

· Strong problem-solving, and investigation skills

· A flexible approach to the hours of work and the ability to cover/swap shifts as required.

· Experience de-escalating distressed customers

· A love for working with both people and animals

Who we are. 

SPCA is one of the best-loved and most respected charities in New Zealand, with a proud history of helping animals in need and advocating for animal welfare since 1872. 

Does this sound like the ideal role for you? If you match the above criteria, please apply now! To find out more about us, go here

Applications: Please include a cover letter explaining why you are suitable for this position. Please also state your availability (the days you can work). Applications without a cover letter, will NOT be considered.  

 SPCA strongly encourages all new employees to have the Covid-19 vaccination.