111/AMS Customer Experience Agent – Spark New Zealand – Wellington City, Wellington

Spark is on the lookout for the right people to join our energetic and enthusiastic team in our 111/AMS Customer Experience Centre.

As one of New Zealand’s largest employers, Spark’s purpose is “To help all of New Zealand win big in a digital world”. An innovative and dynamic organisation, life is never dull; there is always something new and exciting around the corner!

Wellington Central based, you’ll report to the 111/AMS Team Leader in our Customer Experience Centre. At Spark, we are a 24/7 business with a very diverse customer base so there is a requirement for flexibility and embracing what it takes to support our people and customers. With that, there may be times where you will need to be adaptable in terms of working across different Spark locations and different rosters/schedules.

With our business operating 24/7, we are looking for the right people to fill a variety of part-time roles within our Customer Experience Centre.

The role of a 111/AMS Customer Experience Agent is a vast one covering a wide range of responsibilities.

WHAT YOU’RE RESPONSIBLE FOR 111 EMERGENCY

• Being the first answer point for all 111 calls made in New Zealand. You will be responsible for providing the critical link between the New Zealand Public and the required Emergency Service, whilst maintaining a high level of personal resilience and the ability to remain calm under pressure.
• By actively listening you will gather factual and accurate information whilst upholding the integrity of all 111 emergency processes and procedures.
• Delivering exceptional customer service, be goal-driven and thrive on working as a team.

WHAT YOU’RE RESPONSIBLE FOR AMS (Answer Message Service)

• Actioning inbound/outbound calls for businesses throughout New Zealand
• You will need to be prepared to work in a fast-pasted environment and always remain focused as calls will vary from one to the next.
• You will be required to gather factual and accurate information and never assume that the information provided is valid or complete.
• Being the voice of Spark and always striving to exceed our customer’s expectations.
• Delivering exceptional customer service, be goal-driven and thrive on working as a team.

WHAT SKILLS & EXPERIENCE YOU WILL NEED

• You must have a minimum typing speed of 35 wpm.
• Accuracy is essential when communicating with internal/external stakeholders.
• A high-level command of the English language, both written and spoken is essential.
• Be reliable and demonstrate good time management.
• Be empathetic and show compassion towards our customers.
• Be prepared to have adult-to-adult conversations with your peers and Team Leads when required.
• Be able to prioritise tasks in order of importance.
• Be able to demonstrate the Spark Values.

If you’re someone who is truly customer obsessed by putting them at the centre of what we do and who loves a variety of work and strives for continuous development, then we would love to hear from you!!