Customer Service Representative

Role overview

NZ Transport Agency Waka Kotahi is expanding its Wellington contact centre and is looking for people who genuinely enjoy helping customers, learning new things, and contributing to a supportive, high-energy team.

What the role involves

In this position, you will support customers through incoming phone enquiries and email communication. Your focus will be on giving prompt, accurate information and helping create a positive customer experience.

The organisation will provide thorough training and regular coaching so you can build confidence and learn how to deliver effective solutions.

Working arrangements

This position is based in the Wellington central contact centre and is a permanent full-time role. The starting pay is $60,216 plus KiwiSaver.

The role includes hybrid working, with a mix of office and home-based work where this is suitable and the necessary criteria are met.

You will work 40 hours each week on a rotating roster, with schedules released every 3 weeks. Coverage is required across the following hours:

• Weekdays: 7:55am to 6:00pm
• Weekends: 8:30am to 5:00pm

You must be available to work Saturdays and/or Sundays when needed as part of the roster.

For onboarding and training, you need to be available full-time from 8:00am to 4:30pm. Induction is planned for mid-August or early September 2026.

What makes a strong candidate

The team is open to a wide range of backgrounds, but the following qualities are especially important:

• A strong commitment to excellent customer service
• Clear communication skills and an upbeat attitude
• Comfort working in a busy, fast-moving environment
• A practical and innovative approach to solving problems
• Previous experience in a contact centre environment
• Confidence using technology and learning new systems quickly
• Strong accuracy and the ability to remember complex information
• Good computer skills and a willingness to keep learning

You should also be willing to develop an understanding of Te Ao Māori and support the use of tikanga and Te Reo Māori. A working awareness of te Tiriti o Waitangi and its relevance in the public sector is also expected, or you must be prepared to build that understanding.

Additional notes

Any criminal or traffic conviction, or traffic infringement, will not automatically prevent consideration for the role. However, because NZTA has a strong road safety focus, employees are expected to model the safe driving behaviours expected of road users.

Permanent employees can also access Waka Kotahi Life, Income Protection, and Critical Illness Insurance.

To apply, submit your CV and cover letter outlining why you are suitable for the position. You must have the legal right to live and work in New Zealand.

NZTA Waka Kotahi is an equal opportunity employer and values diversity and inclusion. If you need support or access arrangements during recruitment, you are encouraged to share that information. Applications may be reviewed as they are received, and the vacancy may close early.