Customer Service Representative, Kaihāpai Moni Oranga - Waitakere Contact Centre

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. Hear from our CSRs here: Contact Centre Careers with MSD

What you need to know:

You will receive a comprehensive training programme and ongoing support to help you develop your MSD product knowledge, build your skills, and gain the confidence needed to perform the role independently

Your work will make a real difference in our communities

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 challenging situations. You’ll need to navigate these situations with patience, empathy, and professionalism, providing the support and guidance needed most

What you will get in return - Tāu e whai ai

Annual pay progression

$400 vision care subsidy towards the cost 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

Practical wellbeing support, including the Employee Assistance Programme, as part of our vision to have a workplace where everyone has a sense of purpose

Work hours: What to expect - Ngā Hāora Mahi: Ngā tūmanakohanga

You’ll work 37 hours and 55 minutes each week across five days. Your shifts will be rostered within these times:

Monday to Friday: 6.55am to 10.00pm

Saturday: 7.55am to 6.00pm

Our usual operating hours are

Monday to Friday: 7.00am to 6.15pm

Saturday: 7.30am to 1.30pm

We work on a no-surprises basis, so you’ll always know your shifts ahead of time. Because we support communities across Aotearoa, you may also need to be flexible and available to help during emergency events

Need more information? Get in touch if you’d like to talk about reasonable accommodations that could support you to succeed in this role

How to apply - Me pēhea te tuku tono

To apply, click the 'Apply Now' button to upload your CV and complete the online application form. Make sure your CV is up to date so we can understand your skills and experience. Instead of a cover letter, you’ll be asked to answer a screening question in your application:

What do you think is the most important quality or strength when supporting clients over the phone, and why?

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

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

Applications close: 11:59pm, Sunday 4 October 2026.

Recruitment process overview

Step 1: If you are shortlisted, you will be sent an e-mail invite 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

Step 2: If shortlisted, you will be invited to 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

* Step 4: An internal integrity check, including a Ministry of Justice check, is also required

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

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