Senior Customer Service Representative

In the moment, for the future

At Genesis, we’re always looking ahead – to smarter solutions, sharper insights, and a more sustainable energy future for Aotearoa New Zealand. Every role here plays a part in shaping what’s next, whether through data-led decision-making, innovative thinking, or everyday excellence. If you’re motivated by impact and enjoy turning analysis into action, this is your chance to be part of something meaningful.

What You’ll Do

As Senior Customer Service Representative, you’ll be based in Auckland and support the Customer Service Team Leader with day-to-day workflow, coaching, escalations, process improvements, and customer support. You’ll be a trusted 2IC for the team, helping create a positive, empowered, and high-performing environment while continuing to provide accurate, timely, and professional service to our customers.

Some Of Your Key Responsibilities Will Include

• Supporting the Team Leader with workflow management, team activity, escalations, and issue resolution
• Identifying coachable moments and helping build capability across the team
• Stepping into the Team Leader role when required, including during periods of leave
• Processing customer transactions accurately and efficiently in line with business processes
• Supporting continuous improvement initiatives that enhance customer experience and reduce cost to serve
• Building strong working relationships across Genesis, including with operations, sales, product, and wider customer teams
• Contributing to a safe and healthy workplace by following Genesis’ health and safety practices

What You’ll Bring

You’ll be someone who enjoys supporting others, solving problems, and creating great customer outcomes. You’ll bring confidence, care, and structure to your work, with the ability to stay calm when things get busy.

• 3+ years’ experience in a customer contact centre, front-office, or back-office role
• Experience providing quality coaching or supporting team capability
• Strong communication skills and confidence having challenging customer conversations
• A genuine focus on delivering effortless customer experiences
• Strong relationship and stakeholder management skills
• Good computer proficiency and attention to detail
• A flexible, resilient, and growth-focused mindset

Previous experience in a similar or relevant industry would be an advantage, but what matters most is your ability to support people, improve processes, and deliver great service.

How We’ll Help You Thrive

At Genesis, we know that every moment matters – it’s not just about the mahi today, it’s about setting you up for long-term success.

We’re proud of our inclusive culture, where safety, wellbeing, and diverse perspectives are valued

A role with purpose. A team that values insight and collaboration. A place where your work directly shapes how New Zealand is powered. If you’re ready to grow your career and make an impact, we’d love to hear from you. This could be your moment - apply now!

Everyone’s journey is different

At Genesis, we’re committed to creating a recruitment process that is fair, accessible, and inclusive. If you require any adjustments or accommodations, please let us know – we’re here to support you.