Customer Service Representative (12 month Fixed Term)

Auckland or Christchurch Location

We’re looking for a Customer Services Representative to join our Customer Solutions team and play a key role in delivering outstanding support to our customers.

As a Customer Experience Representative, you’ll be at the centre of our customer interactions — providing high‑quality service, technical guidance, and account support to both internal and external customers. You’ll work closely with operational teams, sales, and fellow colleagues to ensure enquiries are resolved efficiently, accurately, and within agreed timeframes. This role is to cover a 12 month Parental Leave and could be based in Auckland or Christchurch.

Your mahi will directly impact customer satisfaction, data quality, and continuous improvement across the business.

What you’ll be doing

• Responding to customer enquiries and coordinating with operations to resolve requests efficiently and in line with company policies and KPIs.
• Providing trusted technical information, clarifying results, and offering testing guidance in a clear and timely way. Providing timely, accurate support to customers by responding to audit services related queries.
• Maintaining accurate and compliant customer records, including CRM updates, call reports, complaints, referrals, quotations, and follow‑ups
• Collaborating with the wider customer solutions team and identifying opportunities, improvements and gaps where required.
• Support, as required on scheduled and ad-hoc customer reports within the required timeframes providing a good customer experience.
• Contributing ideas to improve processes, service delivery, and customer experience.
• Actively participating in health and safety initiatives and promoting safe work practices.
• Supporting special projects and administrative tasks as needed.

What success looks like

• Customers receive timely, accurate, and professional support that meets or exceeds expectations.
• CRM data, reporting, and follow‑ups are complete, compliant, and reliable.
• Strong collaboration across Customer Experience, Operations, and Sales teams.
• Opportunities for improvement, customer insights, and leads are identified and acted on.
• Health and safety is embedded in everything you do.

What you’ll bring

Essential

• NCEA Level 3 or equivalent experience in customer service, administration, science, food production, horticulture, auditing, certification, or a related field.
• Experience managing customer enquiries, follow-ups, records, and service requests through to completion.
• Strong customer‑centric mindset with excellent written and verbal communication skills.
• High attention to detail and strong organisational skills.
• Competency with Microsoft Office applications.

Advantageous

• 1+ years’ experience in customer service, customer coordination, administration, or service delivery.
• Tertiary qualification in science, food technology, horticulture, agriculture, environmental management, quality assurance, or a related discipline.
• Experience in horticulture, agriculture, food production, auditing, certification, laboratory services, or another regulated service environment.
• Familiarity with CRM systems, databases, LIMS, Intact or contact centre telephony systems.

Personal attributes

• Service‑driven and proactive problem solver.
• Collaborative, resilient, and adaptable.
• Detail‑focused and well organised.
• Comfortable working within processes while looking for better ways of doing things.

Customer Service experience

Tertiary qualifications in Food Science, Horticulture or Agriculture

Why join AsureQuality?

At AsureQuality, our values guide how we work together as Mahi Tahi Tātou — one team, all of us together. We offer meaningful work, supportive teams, opportunities to learn and grow, and the chance to make a real impact for our customers and communities.

Helping Aotearoa shape a better food world - Join us today!