Sales Retention Agent

Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwis than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our purpose. Taking care of tomorrow : connecting people and place today. This pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand.

Thanks to internal career moves, we've got an exciting opportunity to join our Sales Retention Workstream - a place where your customer service and sales skills will really shine. This is a role where you'll be at the heart of our customers' Mercury journey, helping them find the best plans and services to meet their needs, while strengthening long-term relationships.

As a Sales Retention Agent , you'll thrive in a role that's fast-paced, people-focused, and never the same two days in a row. You'll balance customer conversations with system processes, using your multitasking and problem-solving skills to deliver outcomes that make a real difference. In return, we'll back you with ongoing learning and development to keep you growing in your career.

Tāu e mahi ai | What you'll be doing :

• Proactively contacting customers as part of retention campaigns
• Supporting customers on their onboarding journey, including product bundles and case management
• Actioning retention activity for both new and existing customers
• Meeting and exceeding performance targets
• Engaging in a mix of outbound and inbound customer conversations
• A strong customer focus with the ability to build trust and rapport
• Excellent communication and problem-solving skills
• Sales experience with a knack for converting conversations into outcomes
• Confidence working with CRM systems (and the curiosity to pick up new ones quickly)
• Time management skills to juggle a variety of tasks and responsibilities
• Confidence working with CRM systems, ideally Salesforce (and the curiosity to pick up new ones quickly)
• Ability to follow processes with high attention to detail

Our Sales Retention team works mainly between 8 : 30am-4 : 30pm, Monday-Friday, with occasional evenings or Saturdays to keep us flexible for our customers. We're a collaborative group who share knowledge, solve challenges together, and celebrate each other's wins.

Mercury is a learning organisation that is committed to providing you with opportunities to grow and develop that will benefit you now and in the future. Part of your role includes building your skillset and mindset through a variety of ways. We believe this creates an energised, innovative and agile work environment where you will feel valued.

Every voice has its place - and together, we thrive.

At Mercury, we believe that having a team of individuals with different backgrounds, experience and capability working together makes us stronger and better as an organisation. We know that some candidates may only apply for a role if they meet all of the criteria. If you want to join our team, we encourage you to apply for any role that matches your skills, capabilities and interests, even if you aren't sure if you meet all of the criteria.

Please click 'apply' to submit your application. If you require accessibility or assistance support from us during the application and selection process, please reach out to . Please do not apply via this email address.

A full position description is available below. Applications close 7th October 2025 at 5 : 00pm. Please note that Mercury retains the right to bring a particularly strong candidate through to interview more quickly.

Reference # 41264

Posted 23 Sep 2025

Closing 07 Oct : 00

Location(s) Auckland, Tauranga

Expertise Administration, Communications, Contact Centre, Customer Service, Sales

Job level(s) Entry & Apprenticeships, Graduate, Experienced

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