Digital Harms Resolution Officer - Part time: 24 hrs p.w. incl 1 weekend day Full-time Job

Introduction

Are you passionate about creating a safer digital community in Aotearoa? Netsafe is seeking a part-time Digital Harms Resolution Officer to join their team in Auckland CBD. This role involves providing timely support and education to individuals impacted by online harm, using a client-centric approach to deliver exceptional service across various channels.

Role Responsibilities

As a Digital Harms Resolution Officer, you will be responsible for:

• Handling inbound and outbound customer contacts efficiently
• Providing expert advice and support to enable self-resolution of issues
• Guiding individuals on accessing resources and support services
• Facilitating dispute resolution through mediation and other methodologies
• Liaising with external parties to expedite conflict resolution

Key Competencies

To excel in this role, you should demonstrate mastery in the following competencies:

• Excellent communication skills, both verbal and written
• Active listening and alertness
• Interactions management and adaptability
• Impartiality, empathy, and conflict resolution
• Problem-solving and building rapport
• Trustworthiness, patience, and perseverance
• Persuasion, self-control, and self-management
• Resilience and tact

Required Experience and Skills

The ideal candidate should possess:

• Tertiary qualification or equivalent experience
• 3+ years of experience in a service or customer support role
• Track record of over-achievement against KPIs
• Strong emotional intelligence and resilience
• Experience in conflict resolution and negotiation
• Ability to work independently and manage time effectively
• Excellent interpersonal and computer literacy skills

Desirable Experience

Additional experiences that would be beneficial for this role include:

• Undergraduate degree in IT or related field
• Experience in a Contact Centre environment
• Training in alternative dispute resolution
• Knowledge of online safety legislation and eco-system
• Understanding of the Treaty of Waitangi principles

Contact Information

If you are interested in joining Netsafe as a Digital Harms Resolution Officer, please send your resume and cover letter to help@netsafe.org.nz. For a detailed job description, contact Netsafe quoting reference: Digital Harms Resolution Officer.

Ph: 0508 638 723 | Location: Auckland CBD | Benefit: $28 - $32 per hour