Customer Care Specialist | 6-Month Fixed Term | Grafton, Auckland
Zeronet and Compass Communications deliver broadband, landline and mobile services to homes and businesses right across New Zealand. We're 100% Kiwi-owned, 30 years in, and we're here to shake up a market that's grown a bit comfortable. We also run Bonfire, a prepaid Mastercard gift and incentive product supported by the same team.
We're looking for a Customer Care Specialist to join our small, tight-knit team in Grafton on a six-month fixed term contract, starting as soon as you're available.
About the role
This is a multi-channel, multi-brand role. You'll be talking to customers over live chat, email, SMS and inbound calls — helping them get connected, sorting out technical and billing issues, answering prepaid card queries, and spotting opportunities to match people with products that suit them better.
No two days look the same. One conversation might be activating a fibre connection, the next troubleshooting a mobile service, the next helping a Bonfire cardholder check a transaction or lodge a dispute.
Day to day, you'll:
Support customers across broadband, fibre, voice, mobile and bundled services — from ordering and activation through to troubleshooting
Handle both standard (digital-only) and priority (phone and digital) customers, including business and VIP accounts
Resolve billing, technical and service issues, escalating to our Networks and CTS teams when needed
Support Bonfire cardholders with balance checks, activations, transaction queries, card status changes and the disputes and chargeback process
Verify customer identity to our security standards before releasing any account information
Take inbound and make outbound sales calls, identify upsell and cross-sell opportunities, and have retention conversations with customers thinking about leaving
Work towards individual and team sales and retention targets
Keep accurate records and get stuck into training as new products and processes come on board
What you'll bring
A genuine customer-first mindset and real ownership of a query until it's resolved
Strong written and verbal communication — you can shift your tone naturally between a live chat, an email and a phone call
Confidence working across multiple systems and platforms at once, with sharp time management
A commercial streak: you're comfortable spotting a sales opportunity and having a retention conversation
Attention to detail and a disciplined approach to security and privacy procedures
A collaborative, muck-in attitude — this is a small team where everyone backs each other up
Availability for rostered shifts across our operating hours, including weekends
Experience in telco, contact centre, financial services or prepaid cards is a real advantage, but we'll back the right attitude and train the rest.
Hours
Our Customer Care team operates Monday to Friday 8:00am – 8:00pm, and Saturday 10:00am – 6:00pm. Shifts are rostered across these hours and we'll confirm your specific roster with you before you start.
What's in it for you
Staff Credit ($100 per month)
Subsidised health insurance
Free on-site parking at our Grafton office
Broad, genuinely varied product exposure across three brands in six months
A small team where your work is visible and your ideas actually land
Apply now
We're moving quickly on this one and shortlisting as applications come in - if it sounds like you, don't sit on it.
Applicants must have the legal right to work in New Zealand.