Customer Service Representative

As a Customer Service Representative at The University of Auckland, your main responsibilities include delivering high-quality service to staff and stakeholders, providing accurate information, and documenting service requests accurately. You'll be expected to answer customer queries, ensure a great customer experience, and collaborate with your team to achieve service goals.

While specific qualifications are not strictly mandatory, having experience in an IT Call Centre or a customer-facing role is advantageous. Strong verbal and written communication skills, along with great listening and interpretation abilities, are crucial for success as a Customer Service Representative at The University of Auckland.

Yes! The University of Auckland offers comprehensive training for new Customer Service Representatives to ensure you have all the necessary skills and knowledge to perform effectively in your role. You’ll also benefit from support and guidance from your teammates as you settle into the position.

Customer Service Representatives at The University of Auckland work full-time, with standard business hours ranging from 7:30 AM to 6:00 PM, Monday to Friday. Your specific start times may vary within these hours to accommodate operational demands, reflecting a commitment to flexible rostering.

Absolutely! The University of Auckland is invested in your professional growth. As a Customer Service Representative, you’ll have access to various career development programs, enabling you to enhance your skills and take on new challenges within the organization.

When prioritizing customer requests, it’s essential to assess the urgency and complexity of each issue. Effective communication and listening are key; ensure you gather relevant information quickly to address high-priority concerns first while keeping other customers informed about wait times.

When discussing a difficult customer, focus on your approach to resolving the issue calmly and professionally. Highlight your active listening skills, empathy, and commitment to finding a solution that satisfied the customer while reflecting The University of Auckland’s values.

If you have experience with customer service software such as ServiceNow, ServiceCloud, or Maximo, mention specific instances where you effectively utilized these tools to enhance customer interactions and improve documentation, demonstrating your adaptability in a tech-driven environment.

Staying motivated during repetitive tasks can be challenging. Highlight your focus on the impact of your work on customers' experiences, setting personal goals, or seeking ways to improve processes as techniques to maintain your enthusiasm and commitment to quality service.

In such cases, it’s crucial to be honest and assure the customer that you will find the correct information. Explain how you would seek assistance from colleagues or utilize available resources to provide an accurate answer promptly, reflecting a commitment to service excellence.

Receiving feedback is an opportunity for growth. Express your willingness to learn and adapt from constructive criticism, share a specific example of how you applied feedback to improve your performance, and emphasize your openness to ongoing development.

Effective stress management strategies can include staying organized, taking short breaks to recharge, and practicing mindfulness techniques. Describe how focusing on maintaining a positive attitude and collaborating with your team helps you tackle high-pressure situations.

Discuss your admiration for The University of Auckland’s reputation, commitment to excellence, and innovative environment. Mention how this aligns with your values and career aspirations, and express your enthusiasm for contributing to a supportive and dynamic team atmosphere.

Thorough documentation is vital. Explain your method of taking detailed notes during customer interactions and regularly updating systems post-interaction to ensure accurate records. Stress the importance of this practice for maintaining service standards and tracking issues.

As a team player, highlight your ability to communicate effectively, collaborate with colleagues, and contribute positively to team dynamics. Provide an example of a successful team project or initiative that showcases your teamwork skills and commitment to achieving collective goals.