Customer Experience Representative

About the role

South Wairarapa District Council is seeking a Customer Experience Representative to join our team. This role will be based in Martinborough, where you'll be part of a small team delivering excellent frontline customer support, whether that be face-to-face, by phone or responding to email enquiries. You'll be confident, self-motivated and customer driven with a customer first mind-set. Reporting to the Customer Experience, Team Leader, you'll undertake a variety of tasks including :

• Handling enquiries and providing prompt, professional and accurate responses.
• Collaborating with colleagues and the wider team, to ensure a smooth and efficient customer experience.
• Assist in developing and maintaining excellent levels of customer service through shared knowledge and expertise by being an effective member of the Customer Experience Team.
• Maintaining detailed records and documentation of all customer interactions.
• Act as a customer advocate within the organisation.
• Providing a warm, welcoming, and helpful experience for all customers.
• Providing generalist administrative support within SWDC as required.

What we're looking for

Proven ability to respond to customer enquiries with patience, professionalism, and a genuine desire to help.

Excellent communication and interpersonal skills, with an empathetic approach that builds rapport and fosters positive customer relationships.

Strong problem-solving and decision-making capabilities, with a focus on turning challenging situations into positive experiences.

Proficient in Microsoft Office applications particularly Outlook and Word—and experience using a CRM system to manage and track customer interactions.

Committed to delivering a high-quality customer experience and continuously seeking opportunities to improve processes and outcomes.

Holds a current First Aid Certificate (preferred).

Alignment with SWDC values : Pride, Manaakitanga, Collaboration, Customer-First .

What we offer

At South Wairarapa District Council, we are committed to creating a positive and inclusive work environment. We offer a range of benefits, including :

About us

South Wairarapa District Council is a local government authority responsible for the management and development of the South Wairarapa region. We are committed to creating a thriving, sustainable and resilient community through manaakitanga and kaitiakitanga to enhance the quality of life for our residents. Our partnership with mana whenua is important to us, with effective participation and a focus for shared decision making. We are dedicated to the continuous improvement and innovation to our service and customer delivery.

So, if you're customer driven, with a customer first mindset and looking for a role where no two days are the same, we want to hear from you. Applications for this role close on Monday 27 Oct at 5pm . If you have any questions about this opportunity, please contact Mai Griffiths .

A person nurtured in the community contributes strongly to society.

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