Thank you for your interest in joining Packleader Pacific. We are currently recruiting Customer Care Representatives to join one of our premium New Zealand-based energy campaigns. We are looking for the best of the best – professionals who thrive in a fast-paced environment, enjoy helping customers, and are committed to delivering exceptional service.

• Positions: 7 Customer Care Representatives
• Position Start Date: 23rd February 2026
• Hourly Rate plus Commissions (monthly) – average agents earn around $400. 
• Work hours: 07:30am – 04:30pm Fiji Time
• Location: Packleader Pacific, Vinod Patel Arcade, Centrepoint, Laucala Beach 

About the Role

As a Customer Care Representative, you will be responsible for managing day-to-day customer interactions across multiple communication channels, including phone, email, SMS, and live chat. The role involves handling general customer enquiries, retention and upselling opportunities, credit control, and administrative support while ensuring strict compliance with company policies, procedures, and relevant legislation.

You will play a critical role in delivering first-call resolution, maintaining accurate customer records, and supporting customers with payment options by liaising with internal teams and external agencies.

Key Responsibilities

• Deliver exceptional customer service to residential and commercial customers
• Handle inbound and outbound customer communications across multiple channels
• Manage customer enquiries relating to billing, retention, credit control, and value-added services
• Accurately update and maintain customer records and interaction logs
• Liaise with third parties including contractors, social agencies, and service providers
• Support customer retention initiatives and payment solution discussions
• Meet individual and team KPIs while maintaining high call quality standards
• Ensure compliance with all company policies, health & safety requirements, and regulatory obligations
• Contribute positively to team performance and continuous improvement initiatives

About You

• Experience working in the energy sector, particularly with New Zealand or Australian energy organisations, and familiarity with utility industry regulations and practices would be an advantage. 
• Strong verbal and written communication skills
• Confident negotiator with a customer-first mindset
• Tertiary qualification in Business Administration, or Customer Services (preferred but not necessary)
• Proficient in Microsoft Office; experience with Gentrack or similar systems is an advantage
• Ability to work under pressure and adapt to change
• Strong problem-solving, organisational, and teamwork skills

What We Offer

• A supportive and collaborative team environment
• Ongoing coaching, training, and development opportunities
• A role where your contribution directly impacts customer experience and business performance

As part of the application process, we’ll ask you to answer a couple of short questions and upload your CV. Don’t worry – it’s quick and helps us get to know you better!