Customer Experience Representative

We’re on a mission to help Kiwi businesses succeed with the right telco solutions and an experience that feels genuinely good. Our products are designed to meet the needs of New Zealand’s SME market, covering connectivity, data, voice, and mobile.

We don’t want to be the biggest telco around, but we do want to be the best, and the most loved. That means delivering award‑winning service, building real relationships, and doing what’s right for our customers every time.

We’ve got offices in Napier, Tauranga, and Christchurch, and a team that’s proud to do things differently. We back our people to make the big calls, have fun at work, and create an environment where happy teams lead to happy customers.

About the role

We’re looking for a Customer Experience Representative to join our Customer Success team. This role blends customer service and Level 1 technical support, helping customers with a wide range of needs from joining Now and navigating their accounts, through to troubleshooting broadband and home technology.

You’ll support both residential and business customers across all interaction channels : phone, email, webchat, and social media.

Responsibilities

• Troubleshooting Level 1 technical issues across data, voice, mobile, Wi‑Fi, and Now‑supplied hardware
• Supporting router and network configuration, including diagnosis and fault identification
• Handling service requests, completing follow‑ups, and maintaining accurate documentation
• Providing product information and handling general enquiries
• Managing account queries including payments, payment methods, invoices, and updates
• Monitoring workflow and responding to social media queries
• Assisting with daily operations of the Now Hub when required

This is a 40‑hour rostered front‑line role, with weekend shifts rotating roughly every four weeks and rostered days off during the week. Roster patterns may change over time.

Every interaction is an opportunity to deliver a high‑quality experience and strengthen advocacy for Now.

About you

You enjoy talking with people, solving problems, and helping customers feel supported. You take initiative, act proactively, and focus on doing what’s right for the customer. You learn quickly, share your wins, and contribute to a team culture built on collaboration and growth. You bring logical thinking, strong communication skills, and the ability to adapt to different personalities and situations.

What you’ll bring

What we offer

As a Now employee, you’ll be part of a supportive, customer‑centric environment. We reward performance and empower our people to do what they know is right, celebrating the success that comes with it. As a fast‑growing challenger brand, Now offers regular opportunities to develop and advance your career. We value your skills, passion, and potential, and we create an environment where everyone can contribute to success.

Ready to apply? Click Apply to send us your CV and cover letter.

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