Do you have the skills to be an NZIS Customer Service officer?
While discussing our immigration woes over dinner last night, hubby was doing some research. Yes I know – this is exactly the kind of thing that has now tuned us into hardened criminals – but it was funny.
We found a job description for a Customer Service Officer, based in Auckland. Its absolutely hysterical for anyone who has actually had to deal with these people – in fact anyone who has had to deal with any NZIS staff – most of whom take incompetence to a whole new level of expertise.
First off: the purpose of the role:
The Customer Service Officer provides and assists all customers with quality information, so the first choice of migration is New Zealand.
Hmmm – does that sound familiar to anyone? And if NZIS want New Zealand to be the worlds first choice for migration – why oh why do they keep making such a balls up of applications and treat all potential applicants like raving bludgers?
Then we get to the bit which really cracked us up: Experience and Knowledge:
· An awareness of current Immigration Law and Act.
· A knowledge of EEO principles and practices
· Knowledge of Contact Centre technology. INZ use ACD MIS, CTI and Remedy
· Be internet savvy and have an understanding of how to deal with a variety of online applications.
· A demonstrated knowledge and understanding of Treaty of Waitangi issues and their current implications;
· Experience in a service orientated field with a demonstrated commitment to meeting customers needs
· A minimum of 2 years work experience
· Highly developed interpersonal skills including the ability to interact effectively and appropriately with others of differing cultures, gender, age, or backgrounds
· ability to quickly apply new learning gained from training experience, or situations in the role
· Demonstrated ability at working effectively in a team;
· Ability/ experience managing and organising fluctuating workloads in a very demanding environment.
Right, so you are going for a Job as an Immigration Customer Service officer, and of all the things you need to know about – the one you need to be only “aware” of is immigration law.
This may explain why when you phone the help desk, even these days get written answers – you will get different answers each time.
And when it comes to skills:
· Excellent oral communication including putting the other party at ease, active listening, questioning and summarising.
· Sound writing skills, that is the ability to provide information and explain policy in a way that is understandable and acceptable to a range of audiences;
· Computer skills; accurate keyboard skills minimum speed 30 wpm; Must have an intermediate knowledge of the following programs: XP 2000, Excel, Word, Internet Explorer, and Outlook
Excellent organisational and time management skills
Hmmm, I have so far dealt with just 1 staff member at NZIS in the past four and a half years who had any of those skills – and she left. The people we are dealing with these days, for a start won’t actually lower themselves to talk to us – and when we get hold of them via email we get a load of gibberish back. Usually it’s a stock answer, not much more intelligent than “would you like fries with that?”
Besides, if the people at NZIS had the ability to “explain policy in a way that is understandable and acceptable to a range of audiences”, then the thousands of migrants who have spent years answering questions on forums and blogs would not have had to waste their time. Most of them don’t even know what the policy is from my own experience.
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Related posts:
- Why is customer service getting so bad in New Zealand?
- NZIS takes a hatchet to the skills shortage list.
- Saga of an NZIS nightmare part 10 – A bit late to shut us up
Comments
One Comment on Do you have the skills to be an NZIS Customer Service officer?
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Hubby on
Mon, 31st Aug 2009 10:10 pm
It’s quite a funny read. All that experience someone is expected to have from ‘only’ two years work experience. And on a really low salary. I wonder how is anyone with two years work and paid just $40k pa supposed to make NZ the first choice of emigrants?!
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