Customer Service Consultant | Mātanga Hāpai Ratonga Kiritakiat New Zealand Lotteries Commission -
About the role:We have both permanent and fixed term full-time opportunities in our Customer Service team where your skilled approach to customer and retailer queries, confident communication and passion for positive outcomes will be rewarded as you join a team who inspire Kiwis to dream big and win at work and beyond.The Lotto NZ Customer Service Consultant role is focused on supporting our digital customers who use the MyLotto app and website, and retail customers with ticket and prize queries so you will enjoy a variety of voice, email and web communications and have future development pathways.Customer Service is also first point of contact for our retailers who need technical assistance with Lotto NZ terminals and equipment, and support with instore ticketing processes.
The Lotto NZ Call Centre:If you choose to work in Customer Service at Lotto NZ, you are choosing flexibility, variety, and the opportunity to gain experience and thrive.We operate 365 days a year, and our hours of operation are:06:30am ' 08:00pm Monday, Tuesday, Thursday, Friday06:30am ' 09:00pm Wednesdays & Saturdays07:30am ' 06:30pm SundaysShift patterns include a weekend day - naturally, Lotto draw days are busy!This role is based in Auckland at our office in Newmarket.At Lotto NZ, we have a hybrid model; you will be working from our office and may be able to spend some time working from home on agreed days subject to company policy, and once you have achieved a level of proficiency. Your day-to-day:As a Customer Service Consultant for Lotto NZ, you will:Support and engage with our MyLotto online customers and retail network customers throughout their Lotto journey.From registration, to how to play our games safely, to payments, to ticketing, to prize claim support.Provide real-time, first tier technical support for Lotto NZ retailers.
Resolve customer issues using sound problem-solving tools and techniques.Assist with general MyLotto customer support activities. A bit about you: You will have:a customer-first mindset.a self-starter approach with strong prioritisation and time management skills.strong and effective verbal and written communication skills.the ability to interact effectively with a wide range of people.the ability to translate technical speak into easily understood language & instructions.adaptability and the ability to manage multiple priorities with resilience & composure.good operational knowledge of desktop/laptop and mobile device environments, as well as network and wireless technologies.a genuine passion to find solutions and use logical thought processes to resolve issues.Contact Centre experience is advantageous.