Customer Service Representative (Fixed Term)

Job description

You’ll be part of the passionate Supporter Engagement team in Marketing & Engagement. Together, we build lasting relationships with our supporters, helping them stay connected with the mission and work of World Vision. It’s not every day that a job comes along where you really can change the world. Keep reading if you want to be part of: Creating positive change in the lives of the world's most vulnerable children. Connecting with New Zealanders to inspire loyalty and generosity. Representing a faith-based organisation committed to service and justice. The Opportunity Are you someone who loves helping others, thrives in a focused work environment, and takes pride in delivering exceptional service? Do you bring strong communication skills, a positive attitude, and the ability to master new systems quickly? If so, you may be the next great addition to our Supporter Care Team. At World Vision New Zealand, our Supporter Care Consultant ( Customer Service Representative) play a vital role in connecting with supporters, solving real problems, and ensuring every interaction reflects the heart of our mission. We’re looking for talented, reliable, thoughtful people who care about quality and want their work to truly matter. Key Focus Areas Provide superior service via phone, chat, email, and post. Research supporter history to tailor retention and upsell opportunities. Promote campaigns, child sponsorship, and appeals. Resolve queries and update records with accuracy. Contribute to special projects and ongoing improvements. Use CRM systems and digital tools effectively. This is your opportunity to join a professional, passionate and diverse team at World Vision New Zealand, who will stop at nothing to create meaningful change for children. Every day, as part of World Vision’s global reach, you’ll help the world’s most vulnerable families build safer and brighter futures. Every night, you’ll go home knowing you made a difference in someone’s life. About You You might come from teaching, communications, banking, tourism, or another people-focused profession. You may have never worked in a call centre before — and that’s completely fine. What matters to us is who you are and how you work. 2–3 years’ experience in customer service, ideally in a contact centre or fundraising environment Has excellent spoken and written English communication skills Is energized by phone-based work and can maintain focus throughout the day Is highly reliable — consistently on time, dependable, and committed to their work Brings a calm, positive attitude that contributes to a healthy team culture Learns quickly, absorbs information easily, and enjoys following clear processes Has strong attention to detail and can work confidently across multiple digital systems Thinks on their feet and is naturally solutions-focused Is open to feedback and eager to grow Can work 2 evening shifts a week - 11am - 8pm Why World Vision? This is a rare opportunity to lead one of New Zealand’s most loved purpose-driven brands through a period of bold transformation. You’ll join a global partnership known for impact innovation, where your ideas can influence strategy and scale impact across borders. Here, purpose meets performance — and leadership means legacy. We offer unique benefits that are aligned to who we are as an organisation and our people. • You’ll be a part of creating positive change in the lives of the world's most vulnerable children. • We offer a comprehensive benefits package, including Southern Cross medical insurance and life insurance, a day off on your birthday, the option to buy additional leave, a hybrid work environment, an Employee Assistance Program (EAP). • Be a part of World Vision’s haerenga (journey) of embracing te ao Māori, enabling us to be more effective in achieving our Mission. • Opportunities for ongoing learning, development and education through a range of channels including training and development as part of World Vision International. What you need to know: World Vision is a Christian organisation that empowers everyday New Zealanders to stand up and make a difference for children in the world’s toughest places through emergency relief, community development and advocacy work. You’ll be joining New Zealand’s largest overseas humanitarian organisation, made up of 100 staff. You’ll also become part of something bigger, World Vision’s global partnership of 35,000 staff and 3.3 million supporters in 100 countries. So far, we’ve impacted the lives of more than 200 million vulnerable children by tackling the root causes of poverty. This is your chance to make a massive impact, right when it’s needed the most. We work from a Christian kaupapa. We see our work as a practical expression of the gospel, and we value and support the wairua (spiritual wellbeing) of our people and partners. We believe in a world where every child, no matter where they were born, can live life in all its fullness. It’s as simple as that. Location and Hours Based in Penrose, Auckland Full-Time, Fixed term - 12 months (37.5hrs per week) ( Including two late shifts (11am – 8pm) per week) Hybrid work - Core in-office days: Monday, Wednesday, and Thursday Eligibility To be eligible for this role you must have current entitlement to work in New Zealand. Apply Now If you’re driven to seek justice, passionate about child rights, and ready to make your mark in advocacy and policy, we’d love to hear from you. We are committed to safeguarding and promoting the welfare of children. All applicants must be willing to undergo screening appropriate to the role, including checks with past employers and police vetting. Our vision for every child, life in all its fullness; Our prayer for every heart, the will to make it so. As part of the recruitment process, World Vision New Zealand may contact referees or partner organisations located inside or outside of New Zealand to verify information provided in your application. Any personal information disclosed during this process will be handled securely and in accordance with our Privacy Policy and applicable privacy laws. Apply Now to submit your application. Our vision for every child, life in all its fullness; Our prayer for every heart, the will to make it so.