Customer Service Representative (EOI – Late 2026)
Job Description
About the Role
RUC on Rails operates a coordinated brand ecosystem supporting New Zealand’s transition to full digital Road User Charges.
Our brands include:
RUC Pass
RUC Warehouse
RUC Compare
RUC Hub
Customer support across our brand ecosystem is structured and technology-supported.
We use proprietary internal systems and automated workflows to manage the majority of inbound queries. The Customer Service Representative role focuses on reviewing flagged cases, responding to structured enquiries, and supporting escalations where required.
This is not a traditional call-centre environment.
What You’ll Be Responsible For
Responding to customer enquiries across multiple platforms
Reviewing automated support flags and structured cases
Supporting dispute handling and basic escalation processes
Following defined response protocols
Logging and documenting interactions clearly
Maintaining consistent communication standards
Escalating complex issues to the Customer Experience Lead
Most customer flows are automated. Your role is to manage exceptions, edge cases, and structured interactions that require human judgement.
Technical Expectations
You must be comfortable working in a technology-driven environment.
You should:
Understand how web platforms and account systems function
Be confident using internal dashboards and support tools
Follow structured workflows accurately
Be comfortable working alongside automation and AI-assisted responses
You are not required to code. However, you must be comfortable operating within proprietary systems and interpreting case data.
AI familiarity is highly regarded, as our support workflows incorporate automation and structured response tools.
Requirements
1–3+ years experience in customer service or support environments
Clear written communication skills
Strong attention to detail
Calm and professional communication style
Ability to follow structured processes
Comfortable handling multiple systems at once
Highly regarded:
Experience in fintech, logistics, or regulated environments
Experience handling disputes or sensitive customer cases
Familiarity with New Zealand’s Road User Charges system
This role requires consistency and professionalism. While automation handles routine flows, quality human oversight remains essential.
Benefits
Competitive salary depending on experience
Flexible working arrangements within NZ
Opportunity's for growth as the company scales
Staff discounts across all RUC platforms
Discounts on RUC purchasing
Our Approach
We value clarity, consistency, and structured communication across our brand ecosystem.
We welcome expressions of interest from candidates who are comfortable operating in a technology-supported customer environment.
Role Summary
- Job ID
- a81c3dde-5da3-4725-a0e5-9e278a1baef6
- Department
- Operations
- Location
- Dunedin (Preferred) / Remote within NZ considered
- Employment Type
- Full Time
- Salary Range
- Competitive, depending on experience
Interested?
We value capability over credentials. If you think you can contribute, apply, even if you don't tick every box.
Apply Now