Customer Experience Representative

About us
As New Zealand’s Exchange, we are passionate about working with our customers and stakeholders to grow the markets NZX operates, which generate wealth integral to New Zealanders’ prosperity, and New Zealand companies getting ahead.
To support the growth and development of our core markets business, and to ensure we are well connected to New Zealand investors, NZX owns Smart, New Zealand’s only issuer of Exchange Traded Funds, and manager of the SuperLife Workplace Savings scheme and SuperLife KiwiSaver scheme.
NZX also provides wealth management services for New Zealand advisers via its Wealth Technologies business.
  
About the opportunity
As a Customer Experience Representative, you will be the “face” of our business, representing and delivering an excellent customer experience. As the first point of contact for inbound enquiries across all communication channels for Smart and SuperLife, you will cover a range of customer service-related duties within the team and will liaise with other key areas of the Customer & Operations teams.
  
Some of your key responsibilities will be:

• Respond to inbound customer service request for SuperLife and Smart customers across all products in a timely manner as all requests must be actioned and/or processed accordingly within Service Level agreements.
• Deliver a first-class customer experience by handling all customer interactions promptly, efficiently, respectfully and with a high-level of integrity always.
• Identify, manage, or escalate complaints in a way that gets the best possible outcome for the customer and the organisation.
• Help identify and assist in the development of service enhancements, consistently striving to create better working practices.
• Build positive relationships with internal and external customers by ensuring the experience is easy, efficient, and accurate.

To be successful in this role, you will have:

• Recent experience in customer service or contact centre roles in the financial services industry.
• Experience in the funds management sector will be highly advantageous.
• Relevant tertiary qualification preferable.
• Good numerical and computer skills - particularly Microsoft Excel and a highly organized approach to work.

In addition to this you will have a passion for providing outstanding customer experience, and the talent to have difficult conversations professionally, strong attention to detail, excellent time and work management, as well as the ability to follow processes and identifying opportunities for improvements.

This is a full-time, permanent role based in Auckland CBD. If this sounds like the right opportunity for you, click the ‘Apply Now’ button and submit your covering letter and resume before Tuesday, 1 September 2026.

We'll be reviewing applications as soon as they’re received – so don’t wait to apply!

For further information or a copy of the position description please contact [email protected].

Only people with the right to work in New Zealand may apply for this position. For advice on obtaining a New Zealand work or residence visa visit http://www.immigration.govt.nz.