About The Role:

As a Customer Care Representative, you will help deliver new fibre connections on Tuatahi’s network, and support first line fault and asset management. You will be part of our Operations team and play a key role in meeting Tuatahi’s service goals and customer experience standards.

Reporting to the Customer Care Team Leader, you will work with customers, contractors, and internal teams to process service requests accurately and on time.

What You’ll Do:

• Action new connections and network service requests, keeping updates accurate and timely, and meeting SLA targets.

• Support customers and contractors by communicating through phone and other channels, troubleshoot queries, and help resolve issues efficiently.

• Deliver great customer experiences by applying C.A.R.E in every interaction, handling and escalating complaints appropriately, and following up to close.

• Contribute to team performance by supporting daily, weekly, and monthly results, and completing training and upskilling as required.

• Improve how we work by identifying opportunities to lift customer experience and the efficiency of our processes and systems and contributing to continuous improvement projects.

Hours of work:

• 8 hours per day, 40 hours per week (Monday to Friday) and between the hours of 7am and 5pm.

• Please note that you must be available to work these hours in order to be considered for this position.

Skills and Experience Required:

Essential

• Customer service experience

• High School or NCEA Level 2 (or equivalent)

Desirable

• Telco, IT, or Business Management study

• Experience with project work, process improvement, or systems development

At Tuatahi, we invest in your growth. Even if you don’t meet all the requirements, apply anyway—there’s plenty of opportunity to develop your career with us!

Why Tuatahi is the Place for You:

At Tuatahi, we’re not only leaders in technology - we’re dedicated to looking after our people. Our benefits are designed to support your wellbeing and help you thrive, both at work and at home:

• Medical and Life Insurance: Comprehensive cover to protect your health and security.

• Utilities Rebate: Support with essential home costs like power and fibre.

• Refer-a-Friend Bonus: Bring great people into the team and get rewarded.

• Volunteer Day: One paid day each year to give back to your community.

• Wellbeing Leave: A wellbeing day every six months to recharge or take care of life admin.

• Parental Leave Support: Salary top-ups and support to help you focus on family.

About Us:

As a leader in Aotearoa’s ultrafast broadband revolution, Tuatahi is powering the future of connectivity. Our 6,000 km fibre optic network is the backbone that links households and businesses to the internet, driving digital growth across regions like Waikato, Bay of Plenty, Hawke’s Bay, and beyond.

We partner with retail service providers and mobile network operators, enabling them to offer a range of services to over 249,000 homes and businesses. As we expand, we’re seeking innovative minds to help us shape a digitally empowered tomorrow. Join us and be part of something truly transformative.

Sounds Like you? Apply Now

If applying through our careers page, you can find the position description here.

If applying through Seek - check out the job ad on our careers page for the link to the position description.

Diversity, equity, and inclusion are central to how we work. When you apply, we’ll invite you to answer two optional questions to help us track progress toward fair and equal opportunities. Your responses are anonymous, voluntary, and have no impact on your application.

Advertising closes: 25 March 2026