Customer Experience Representative - Customer Experience

About Us

As New Zealand's Exchange, we are passionate about working with our customers and stakeholders to grow the markets NZX operates, which generate wealth integral to New Zealanders' prosperity, and New Zealand companies getting ahead.

To support the growth and development of our core markets business, and to ensure we are well connected to New Zealand investors, NZX owns Smart, New Zealand's only issuer of Exchange Traded Funds, and manager of the SuperLife KiwiSaver scheme.

At NZX, integrity is the foundation of everything we do.

We evolve as the markets change and are open to new ideas and new ways of doing business.

We operate in a unique environment, and we are creative in our approach to new challenges and opportunities.

We deliver, we exceed and excel.

About Your Opportunity

As a Customer Experience Representative, you will be the "face" of our business, representing and delivering an excellent customer experience.

As the first point of contact for inbound enquiries across all communication channels for Smart and SuperLife, you will cover a range of customer service-related duties within the team and will liaise with other key areas of the Customer & Operations teams.

Key Responsibilities

Respond to inbound customer service request for SuperLife and Smart customers across all products in a timely manner as all requests must be actioned and / or processed accordingly within Service Level agreements.

Deliver a first-class customer experience by handling all customer interactions promptly, efficiently, respectfully and with a high-level of integrity always.

Identify, manage, or escalate complaints in a way that gets the best possible outcome for the customer and the organisation.

Help identify and assist in the development of service enhancements, consistently striving to create better working practices.

Build positive relationships with internal and external customers by ensuring the experience is easy, efficient, and accurate.

To be successful / Requirements

Recent experience in customer service or contact centre roles in the financial services industry.

Experience in the funds management sector will be highly advantageous.

Relevant tertiary qualification preferable.

Good numerical and computer skills - particularly Microsoft Excel and a highly organized approach to work.

In addition to this you will have a passion for providing outstanding customer experience, and the talent to have difficult conversations professionally, strong attention to detail, excellent time and work management, as well as the ability to follow processes and identifying opportunities for improvements.

If you are interested in this opportunity, please apply now with your resume and cover letter by Wednesday, 17 September 2025.

We will be assessing applications as they are received, as such the closing date is subject to change - so don't wait to apply!

For further information or a copy of the position description contact

Only people with the right to work in New Zealand may apply for this position.

For advice on obtaining a New Zealand work or residence visa visit .

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