Our team

Customer Experience Specialist, parental cover

Reporting to: Complaints and Compliance Manager
Direct reports: None
Location: Wellington
Applications opened: 25 August 2022

Applications close: 5PM, Friday 2 September 2022

To apply: refer to the Seek Advertisement. 

Background

Domain Name Commission Ltd is a company wholly-owned by InternetNZ, Internet New Zealand Incorporated. InternetNZ is an incorporated society established to foster coordinated and cooperative development of the Internet in New Zealand. The Society works to safeguard the Internet’s philosophy of open and uncensored exchange of information. InternetNZ is responsible for the management of New Zealand (.nz) domain name space. They have delegated responsibility for the oversight of their .nz delegation to Domain Name Commission Ltd (DNCL).

Purpose

The Domain Name Commission Limited is the self-regulator of the .nz domain name space. The Commission is responsible for the ongoing development and monitoring of the competitive registrar market, and the environment for domain name registration and management of .nz domain names.

This is an exciting, responsible, and rewarding new role in a dynamic domain namespace. The Customer Experience role is wide-ranging and incorporates various customer experience focussed tasks. It has been established to enable the Commission to protect registrants’ rights by contributing to risk and compliance issues affecting the Internet, including liaising with other organisations to educate and inform the public in respect to matters including infrastructure abuse (spamming and phishing) domain name registration abuse ( data integrity) and content abuse (fake webshops).

Reporting to the Manager, Complaints and Compliance, the appointee to this role will work as a member of a team with other Commission staff, and assist with additional Commission-related activities as required.

Relationships

Internal:

Domain Name Commissioner, Domain Name Commission Board, Program Manager, Complaints and Compliance Manager, InternetNZ Council, Group Chief Executive, Tumutaumatua | Organisational Performance GM, Tumuwhanake | GM Customer and Product, Tumuherenga Waka | GM Public Impact, Chief Technology Strategist, Organisational Performance team members, and the rest of the Commission and InternetNZ team

External: 

Third-party suppliers, InternetNZ members, Registrants, and potential registrants, Registrars.

Competencies

Problem solving and analysis

• Solves day-to-day operational problems by reference to established procedures
• Identifies information relevant to problems
• Recognises when problems/ issues lie beyond their own job boundaries

Communication (Oral & Written)

• Communicates information politely, clearly and accurately
• Actively listens, understands and responds to questions and opposing views, in a way that demonstrates an understanding of the other person’s point of view
• Understands how to communicate publicly. Presents competently, and convincingly.

Teamwork

• Encourages and supports others. Contributes to team activities (e.g. accepts a share of the workload, helps others when required)
• Supports team decisions
• Shares ideas/information and experience with team members
• Being able to collaborate effective with other members of the team.
• Excellent skills collaborating with folks inside and outside of your team across multiple time zones contributing to a positive team environment, managing a changing work load and having a can-do attitude, are all skills that you will require to do this role.

Self-Management

• Takes responsibility for actions and results
• Effectively manages their time and priorities to meet deadlines.
• Takes the initiative and acts without waiting for direction
• Responds calmly to disruptions and changes. Adjusts own behaviour or approach to suit the situation.
• Ability to make thoughtful decisions in a timely and confident way
• Prioritizing and managing your own workflow
• Being able to think on your feet, and react to issues that arise in real time, in an effective and efficient manner.

Customer Service

• Identifies client needs accurately
• Always acts comfortably and confidently with clients

Accountabilities, the position will be responsible for performing services as follows

Enquiries

• Communicate professionally at all times with all our stakeholders by telephone, email, webchat and written communication.
• Wherever possible, be a single point of contact and take ownership of any enquiry, request or issue.
• The variability in the volume of enquiries also means that the Enquiries Officer has to be flexible and adaptable to switching between intake enquiry tasks, data analysis and reporting activities.
• Focus on resolving customer enquiries in an efficient and effective manner.
• Providing 1st and 2nd level telephone and email-based support to customers. comfortable handling 4-6 calls a day and an average of 170 tickets a month.

Outreach and Communication

• To contribute to the development of appropriate education and communications material for the public, including content for the website, annual report and newsletter material.

Reporting

• To report to the Compliance and Complaint Manager on enquiries handled by the Enquiries function and identify trends.

Continuous Improvement

• Pro-actively analyse our systems and services, making suggestions on improvements where appropriate

Process Improvement

• Document the “as is” processes
• Document the “to be” future state processes.
• Maintaining documentation related to DNCL systems, products and services
• Demonstrable troubleshooting methodologies and root cause analysis

Other

• To assist with other functions of the Domain Name Commission as may reasonably be requested from time to time by the Domain Name Commissioner or Manager Compliance and Complaints including:
  • One off projects
  • Administrative support to the Dispute Resolution Services function
  • Contribution to improving knowledge management across the Office

Interpersonal Skills

• Works effectively as 'part of the team', communicates positively at all levels both internally and externally.
• Is flexible and adaptable in approach always recognising areas where support is required
• Takes an active role in personal development and frequently reviews individual objectives and attends training sessions as required.
• Professionally manages customer communications,
• Professionally manages workload and conflicting demands.
• Able to effectively problem solve and use initiative. 

Champion and live the Team Charter

We build trust to grow as one InternetNZ group

We respect each other

We understand each other as individuals through communication, empathy and kindness., We embrace our diversity as we become one organization.
We are here to do the best we can

We are all here with the best intentions, we listen and communicate in order to collaborate and succeed together. We respect each other's contribution to the organization and recognize each other’s value to InternetNZ.

We will be better than we were yesterday

We are here to learn from each other. We explore together as an organization. We celebrate each other’s successes and learn from failures, through communication and exploration.

Health and safety

Take care to ensure the health and safety and wellbeing of not only yourself but also of others during the course of InternetNZ business.

Follow InternetNZ health and safety guidelines including recording and reporting all hazards and potential risks and following reasonable instructions given by the business.

Key results / Outputs and deliverables:

• Meet and exceed customer expectations.
• Work effectively with your colleagues and other stakeholders to ensure that we deliver exceptional customer service.
• Support all of our stakeholders with their enquiries, providing solution-focused support and first-time resolution.
• Commitment to meeting individual, company and group objectives/targets.
• Contribute to making the enquiries function a centre of service excellence.
• Demonstrate a belief in our values through a positive attitude and actions.