Customer Service Representative

Discover Waitomo; Ōtorohanga; On-site; NZD 42,000 - 54,000; Full time

Job summary

The Legendary Black Water Rafting Co. in Waitomo is hiring a Customer Service Representative for a fixed term, full-time peak-season role. You will be the first contact for visitors, manage bookings, support check-ins, and assist guests with pre-tour preparation to ensure a smooth, welcoming experience.

You’ll work with guiding and operations teams to deliver memorable experiences, uphold health, safety and wellbeing standards, and reflect manaakitanga and whanaungatanga in every interaction.

Qualifications

• Previous experience in customer service, hospitality, tourism, or a similar role.
• Strong communication and organisational skills.
• Confidence using computer systems and learning new booking platforms.
• Ability to remain calm and professional during busy periods.
• A positive, customer-focused attitude and strong attention to detail.
• Flexibility to work weekends, public holidays, and varying shifts throughout the peak season.
• Experience with reservation or booking systems.
• Tourism, adventure tourism, or visitor attraction experience.
• An appreciation of Te Ao Māori and tikanga Māori.
• Additional language skills.

Responsibilities

• Welcoming visitors with warmth, professionalism, and genuine hospitality
• Providing information about tours, safety requirements, facilities, and local attractions
• Managing bookings, amendments, cancellations, and tour check-ins
• Processing payments and maintaining accurate booking records
• Assisting guests with pre-tour preparation and ensuring required documentation is completed
• Coordinating visitor flow and supporting smooth tour departures
• Responding to enquiries via phone, email, online channels, and in person
• Working closely with guiding and operations teams to deliver exceptional experiences
• Supporting Health, Safety, and Wellbeing standards across the operation

Skills

Communication skills

Organisational skills

Computer literacy

Customer focus

Professionalism under pressure

Flexibility

Tools

Booking systems

Reservation software

Job description

The Legendary Black Water Rafting Co. is looking for enthusiastic and customer-focused individuals to join our team on a fixed term, full-time basis as Customer Service Representatives for the peak visitor season. Based in the heart of Waitomo, you'll be the first point of contact for manuhiri (visitors) from around the world as they prepare for the adventure of a lifetime.

Tourism Holdings Limited (thl) is the world's leading provider of holiday vehicles for rent and sale, operating under various brands across Australia, New Zealand, the USA, and the UK. Our brands include maui, Apollo, Britz, Mighty rentals, and more. We also design motorhomes through Action Manufacturing and create digital products via thl Digital.

If you thrive in a fast-paced environment, enjoy connecting with people from diverse backgrounds, and are passionate about delivering outstanding customer experiences, we'd love to hear from you.

About the Role

As a Customer Service Representative, you'll play a key role in ensuring every guest feels welcomed, informed, and excited for their Black Water Rafting or Ruakuri experience. From booking management and tour check-ins to visitor coordination and guest support, you'll help create seamless and memorable experiences while reflecting the values of manaakitanga, whanaungatanga, and kaitiakitanga.

What You'll Be Doing

• Welcoming visitors with warmth, professionalism, and genuine hospitality
• Providing information about tours, safety requirements, facilities, and local attractions
• Managing bookings, amendments, cancellations, and tour check-ins
• Processing payments and maintaining accurate booking records
• Assisting guests with pre-tour preparation and ensuring required documentation is completed
• Coordinating visitor flow and supporting smooth tour departures
• Responding to enquiries via phone, email, online channels, and in person
• Working closely with guiding and operations teams to deliver exceptional experiences
• Supporting Health, Safety, and Wellbeing standards across the operation

What We're Looking For

• Previous experience in customer service, hospitality, tourism, or a similar role
• Strong communication and organisational skills
• Confidence using computer systems and learning new booking platforms
• Ability to remain calm and professional during busy periods
• A positive, customer-focused attitude and strong attention to detail
• Flexibility to work weekends, public holidays, and varying shifts throughout the peak season

It Would Be Great If You Also Have

• Experience with reservation or booking systems
• Tourism, adventure tourism, or visitor attraction experience
• An appreciation of Te Ao Māori and tikanga Māori
• Additional language skills

Why Join Us?

At The Legendary Black Water Rafting Co., we combine adventure, storytelling, and the unique natural wonders of Waitomo to create unforgettable experiences. This is your chance to join a passionate team, meet people from around the world, and play an important role in delivering world-class visitor experiences in one of New Zealand's most iconic tourism destinations.

If you're energetic, welcoming, and ready to help guests begin an incredible underground adventure, we'd love to hear from you.