Job Summary

JOB DESCRIPTION – SERVICE RESOLUTION REPRESENTATIVELocation: Auckland, NewZealandDivision: Fan SupportLine Manager: Team Supervisor, Fan SupportContract Terms: Permanent, 38 hours per week, 7‑day rotating roster, including weekends and public holidays as required.

The Team

The function of the Service Resolution Team (SRT) is to be the ultimate stop in providing solutions for our fans. SRT are the incubators and iterators of customer resolutions. SRT find solutions by directly liaising with clients via the Direct to Client program and other internal departments. The team will support staff by effectively and efficiently resolving customer and agent queries at the first opportunity. SRT is ever‑evolving and can be ambiguous in nature – a big part of this role and team is proactively finding answers to questions that may not yet be documented and ensuring that documentation requests are raised for agents in the future.

The Job

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