Customer Services Snapshot

Hi I'm Maria and I am a Customer Care Representative at our CourierPost National Customer Care Centre based in Auckland CBD.

I have worked for CourierPost for 6 years now and I love it! Our call centre has around 60 staff working between the hours of 7am and 7pm. All our call takers work fixed shifts, some part time, some even work from home! I start my day by logging on to our call queue and track and trace systems and begin taking calls. I also deal with email and web queries from customers throughout the day.

Our call centre takes calls from our main 0800 number which means my role is really varied as I am taking a really wide range of calls from both residential and business customers. Enquiries can be things like quoting freight costs, track and trace and product supply. Our motto is 'the customer only rings once' so we aim to ensure that we can deal with the customer enquiry ourselves without having to escalate it where possible. Some of the more challenging calls can be dealing with customer complaints around delays or non delivery of items. To do this we are fully trained across all areas of potential enquiry.

Depending on the nature of the call I can take between 80 and 100 calls per day. We do have call targets to meet but these are based around call quality rather than quantity. The environment is quite structured, with set break times and call monitoring but you expect this in a professional call centre. There is flexibility though if you have to change shifts, for example we have some students who need to change their roster to fit in with their studies and our team leaders are happy to work around this where they can.

We have lots of fun at work and it is a very team centred environment. Our team leaders and managers make a big effort to ensure we enjoy our jobs and feel part of a great team. We have regular team meetings, opportunities to upskill and train and lots of social gatherings and events, recently we dressed up for the Royal Wedding and had a shared lunch.

Our CourierPost Customer Care Centre is a great place to work with some great people. Come and join us!