Service Representative - Telco Work Management Centre

Join our Wiri-based Work Management Centre and be the vital link between customers, field technicians, and operational teams.

Te kōwhiringa | The opportunity
Our Telco business is recruiting a customer-centric superstar to join our Wiri-based Work Management Centre (WMC) team.

Combining contact centre, dispatch and administration responsibilities, you'll be part of a centralised communications hub that connects customers, field technicians and operational teams.

Working in a fast-paced and technical environment, you'll coordinate service requests, support field operations and help resolve network issues across New Zealand. This is a role where no two days are the same, perfect for someone who enjoys problem-solving, multitasking and delivering outstanding customer service.

Day-to-Day Responsibilities:

• Manage inbound and outbound customer communications and service requests.
• Coordinate work tickets and dispatch activities between customers and field technicians.
• Monitor job progress, identify risks and proactively manage issues through to resolution.
• Maintain accurate records across multiple systems while meeting KPIs and service levels.
• Build strong relationships with customers, field teams and key stakeholders.
• Contribute to a collaborative team culture while championing Zero Harm.

Ngā Painga o te Mahi ki Downer | Benefits of working with Downer
At Downer, we believe in empowering our people to be the difference that matters. As one of Aotearoa New Zealand's leading infrastructure providers, we offer rewarding careers, development opportunities and a culture where people feel valued and supported.

We support you with:

• Personal development planning, training & upskilling opportunities, and leadership programmes
• Free Marram membership offering savings on day-to-day healthcare costs and discounted holiday homes across Aotearoa
• Free counselling for you and immediate whanau members
• Employee support networks such as our StandOut (LGBTQIA+), Fetu Pasifika, EmpowerHER and Wāhine Kotahitanga
• Perks@Downer - offering discounts on gym memberships, car rentals, movies, travel, and cash back on retail purchases

Ngā pūkenga matua | Important Skills
We're looking for a customer-focused professional who thrives in a fast-paced environment, enjoys solving problems and takes pride in delivering exceptional service.

You'll bring with you:

• Strong phone-based communication skills and a customer-first approach.
• Experience in a contact centre, dispatch, service coordination or jeopardy management environment.
• Strong problem-solving abilities and the technical aptitude to navigate multiple systems and find effective solutions.
• The ability to remain calm, resilient and effective in a fast-paced, high-pressure environment.
• A collaborative, team-oriented mindset with a commitment to delivering great customer outcomes.
• Experience within telecommunications or another technical industry will be highly regarded.
• An interest in learning new technologies, systems and innovative ways of working.

Ko wai mātou | About Energy & Utilities
Downer's Energy & Utilities business is an integrated trans-Tasman team delivering services that connect communities to essential networks and infrastructure. We design, build, operate, and maintain critical assets across water, electricity, telecommunications, industrial, and power generation sectors.

Downer is an inclusive employer that values diversity and welcomes applications from people of all backgrounds, experiences, and cultures.

Me pēhea ki te tono | How to Apply
If you're passionate about customer service, enjoy solving problems and want to be part of a team that helps keep New Zealand connected, apply with your CV and Cover Letter today!

We are committed to a safe working environment for everyone. Successful applicants will be required to complete pre-employment screening, including a medical, drug and alcohol test and Ministry of Justice check.

Downer does not accept unsolicited resumes, candidate profiles or applications from recruitment agencies. Downer will not be responsible for any fees or costs associated with unsolicited resumes.