Customer Service Representative - Kaihāpai Moni Oranga

What you'll be doing - Ko te mahi

In this role, you will be the first point of contact for clients, providing inbound phone support to people from diverse backgrounds, ages, and situations.

Your responsibilities will include:

Guiding clients through our services by providing clear and accurate information

Offering tools and support to help clients access the services they need

Listening with empathy and working to resolve challenges during calls

Making decisions using tools and resources to ensure the right support is provided

Some calls may be difficult, as you'll be assisting people with essential needs. At times, we may not be able to grant every request. However, we focus on ensuring every client feels respected, listened to, and understood. When possible, we will work together to find alternative solutions. You can hear from some of our CSRs here: Contact Centre Careers with MSD

You will receive a structured and ongoing training programme to build your MSD product knowledge, skills, and confidence to perform the role independently.

What you'll need to succeed - Ko tō āhua

To thrive in this role, you will need to:

Take inbound phone calls from people in different and sometimes difficult situations, helping them access services

Provide clear and accurate information about available support and services

Lead conversations with patience and empathy, ensuring callers feel heard and respected

Be comfortable with technology, using systems while talking to clients at the same time

Help people navigate complex situations, using available tools and resources to support their needs

Commit to being present and reliable for your rostered shifts, working 37.55 hours per week. Regular attendance is essential to support our clients and maintain team service levels

Please note: This role involves handling challenging calls, where clients may be in a difficult situation. You'll need to navigate these situations with patience, empathy, and professionalism, providing the support and guidance that is needed the most.

What you will get in return - Tāu e whai ai

Annual pay progression

$400 Vision care subsidy service towards your costs of eye tests, glasses, and contact lenses

Accident insurance coverage for MSD staff

Capability development framework to support your career aspirations with us

Staff discount on Southern Cross Health Insurance

Lots of practical wellbeing support, like Employee Assistance Programme as our vision is to have a workplace where everyone has a sense of purpose

You will also be part of a close-knit, whānau-focused team where peer support, coaching, and daily check-ins ensure you are supported as you grow your confidence in the role

Work hours: What to expect - Ngā hāora mahi: Ngā tūmanakohanga

You'll be rostered for 37 hours and 55 minutes per week over 5 days. Our current operating hours are between 7am and 6.15pm Monday to Friday and every fifth Saturday 8am - 1:30pm. In the weeks you are rostered on a Saturday, a rostered day off will be provided during the week.

We work on a no surprise basis and will ensure that you will know your scheduled shifts well in advance. Start and finish times do change, but once you have completed your period of training, shift swap options are available by mutual agreement.

During various peak times we may also offer overtime on some weekdays, Saturdays, and Public Holidays.

As events happen across New Zealand, we have a key role in the national response to our communities. Therefore, our contracted hours are Monday to Saturday 6.30am to 10pm. We do expect flexibility to pitch in when needed, so you'll need to be able to adapt to new circumstances as they arise.

You must be available to start on Monday, 23 November 2026.

For us to fully support your training and development in your new role, we require no planned extended leave within the first six months of employment.

How to apply - Me pēhea te tuku tono

To apply, click the 'Apply Now' button to complete the online application form, you will also be required to upload your CV and a cover letter

Please ensure your CV is up to date and clearly outlines your skills and experience. A cover letter is required as part of your application and will be used to assess your suitability for the role. In your cover letter, please highlight your understanding of the position and the strengths you would bring to the role.

Responsible AI use in recruitment: Please review our Candidate Guidance - Responsible AI use in recruitment before submitting your application. AI can be used to support your preparation; however, we encourage you to submit responses that reflect your own experiences, thinking, and communication style. This helps us assess your suitability for the role and gain an authentic understanding of your approach.

All applications must be made online. If you have any queries, please contact [email protected]

Important recruitment information and dates - Ngā mōhiohio rapu kaimahi hira, me ngā rā hira

Applications close: 11:59pm, Sunday 11 October 2026.

At each step we will contact you via phone or email so please ensure your application details are correct, and you are easily contactable. Please take note of our key recruitment process:

Step 1: If you are shortlisted, you will be sent an e-mail invite you to complete a video assessment to answer a few more questions about your skills and experience. This will be conducted via a platform called Talegent. You will be given 48 hours notice to complete this.

Step 2: If shortlisted from attend a face-to-face information session and interview. You may also be required to conduct skills testing.

Step 3: Preferred candidates will be required to complete two work reference checks from your current and/or previous employer. An internal integrity check including a Ministry of Justice check.

* Candidates must hold NZ citizenship or a Permanent Resident visa at the time of application

Position description - He whakaahuatanga tūnga

Customer Service Representative | Kaihāpai Moni Oranga - Position Description

Salary - Utu-ā-tau: $63,004 - $73,903