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Customer Excellence Representative

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Northpower Ltd

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Location:
New Zealand , Whangārei

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We’re looking for a dedicated Customer Excellence Representative to join our high-performing Customer Excellence Team. In this role, you’ll be the first point of contact for customers seeking support or services across our electricity and fibre networks. You'll play a key part in delivering outstanding customer experiences while helping New Zealand homes, businesses, and communities stay powered and connected. This is a fast-paced, people-focused role where you'll take ownership of your work while collaborating with a wide range of teams across the business. No two days are the same.

Job Responsibility:

  • Communicate with customers via phone, email, online channels, and occasionally face‑to‑face
  • Provide accurate, timely advice on new connections, service requests, outages, and general enquiries
  • Guide customers through the new connection process and keep them updated on progress
  • Work closely with internal teams, contractors, retailers, developers, and other stakeholders to ensure smooth service delivery
  • Help monitor service levels and support reporting on KPIs and SLAs
  • Assist with retailer and service provider engagements
  • Support the resolution of customer feedback or complaints within required timeframes
  • Contribute to continuous improvement across processes, systems, and customer experience

Requirements:

  • Experience in customer-facing roles, ideally in fast-paced or complex environments
  • Has worked in a similar industry such as electricity and/or fibre (preferred)
  • Strong communication and phone answering skills
  • Confidence handling challenging conversations when needed
  • Experience using CRM systems and business support tools (SharePoint, Word, Excel, Salesforce)
  • A genuine passion for delivering exceptional customer service
What we offer:
  • Competitive remuneration
  • An in-house well-being programme, a peer support network (Kaitiaki) and EAP services
  • Life Insurance and group discounted medical insurance
  • Commitment to professional growth and development
  • A friendly workplace where people are valued and appreciated
  • Family-friendly events and discounted gym membership along with various retail discounts

Additional Information:

Job Posted:
March 21, 2026

Expiration:
March 25, 2026

Employment Type:
Fulltime
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