Auckland Central Great opportunity to join a great team
Be problem solver and provide great customer services
Auckland Transport is working to shape our city, moving Auckland to an integrated public transport system with more efficient and effective public transport links to get you where you want, when you want. Getting around by Bus, Train and Ferry is easier thanks to your HOP card and we now have a vacancy to join our AT HOP Service Delivery Team.
The role
We here at the AT HOP Service Delivery Team are responsible for handling second level AT HOP customer issues. These can range from quick turnaround cases that we process in our back office, to complex queries with many factors and influences, so a keen eye for detail and some excitement for problem solving is key.
We manage these customers after they've had contact with our colleagues in the Call Centre or Customer Service Centres. We call them or email them with resolutions to their cases and to understand where we can provide more value or education for their travel experience with AT. We also manage incidents relating to equipment on the network, as well as being the subject matter experts for the AT HOP card and it's system.
This gives us the opportunity to work across our group, Auckland Transport's Customer Services Team. We also monitor customer behaviour and provide reports and analysis to our management team and to the broader Customer Service Team to understand where we can make improvements.
What we look for
As an AT HOP Service Representative, you will be someone who is a great communicator, able to build strong relationships; can think on your feet, and who is passionate about delivering great customer service. You will be a confident written and verbal communicator with exceptional customer service as well as a "can do" attitude, excellent attention to detail and passion for customer service. We also look for excellent organisation, time management skills, a willingness to learn and a desire to exceed customer expectations.
Working for Auckland Transport
Working for Auckland Transport is an opportunity to get on board with Auckland's future. We provide our staff with development and training opportunities while also offering:
Modern waterfront-based office
Competitive remuneration
Paid parental and partner leave
A supportive, high performing team environment
Health and Wellbeing benefits
How to apply
If you enjoy this type of work and would like to join a team who are working together to create an awesome journey - first time, every time - apply now.
At Auckland Transport, we are committed to building a diverse and inclusive environment where people come first and feel safe, respected, valued and supported, regardless of our differences.
