Customer Service Team Member - Seasonal

Encounter Kaikoura; Kaikōura; On-site; NZD 22,000 - 32,000; Full time

Benefits offered by this job

Staff discounts in cafe and retail

Opportunity to join tours

Job summary

Encounter Kaikoura is seeking friendly Seasonal Customer Service Team Members to deliver exceptional experiences, welcoming guests, assisting with reservations, and supporting cafe and retail duties to ensure smooth operations.

The role is a full-time fixed-term position from October to April. Applicants should be visa-ready and available for the full contract, with flexibility to assist across front desk, tours, cafe, and shop as needed.

Qualifications

• Previous experience in a customer-facing tourism, hospitality or retail role.
• Strong communication with customers and colleagues.
• Computer literacy with reservations or POS systems.
• Ability to multitask in a fast-paced environment.
• High attention to detail in processing bookings and payments.
• Flexible and team oriented; willing to help other teams.
• Willingness to work extended hours with early starts and late finishes.

Responsibilities

• Welcome and assist walk-in customers with professional service.
• Answer calls and respond to enquiries promptly.
• Promote products and manage customer enquiries; escalate as needed.
• Develop product knowledge and inform customers of policies.
• Assist with reservations, bookings changes, and check-ins in IBIS.
• Ensure gift shop coverage and support cafe and retail areas.
• Maintain a clean, welcoming front desk and handle opening/close procedures.
• Follow sustainable practices; conserve energy and reduce waste.

Skills

Customer service

Communication

Computer literacy

Multitasking

Attention to detail

Team oriented

Tools

IBIS reservations

POS systems

CRM systems

Job description

Seasonal Customer Service/Retail Team Members play a key role in delivering exceptional customer experiences by providing friendly, professional, and consistent service. As the first point of contact for customers, they create a welcoming environment while supporting the smooth day-to-day operation of the business. Whether assisting customers in person, over the phone or via email, they are expected to provide accurate information, respond promptly to enquiries, and ensure every customer receives a high standard of service.

The role requires a focused and proactive approach, with exceptional attention to detail and the ability to communicate effectively with customers and multiple teams across the business.

Our operating base is made up of several busy and connected areas, and our Customer Service Team are true all-rounders. We are looking for flexible, proactive people who enjoy pitching in wherever they’re needed to ensure the whole team delivers a great customer experience. You might jump from welcoming guests at the front desk, to helping customers get ready for a tour, to clearing plates and keeping seagulls at bay in the café, to retail sales. If you’re someone who enjoys variety, doesn't need to stay in one lane, works well as part of a team, and is happy to roll up your sleeves and contribute where the need is greatest; you’ll fit right in!

• We havefull-time fixed-term positions starting in October and Novemberthrough until April.
• Please let us know your availability and preferred start date in your application and note that we can only consider applicants who are visa ready and available for the full contract term.

Key responsibilities:

• Focus on supporting our customers and colleagues in a way that reflects Encounter Kaikoura's values.
• Prioritise keeping ourselves and those around us safe by speaking up and reporting hazards, near misses and incidents so we can continuously learn and improve.
• Welcome and assist all walk-in customers, demonstrating exemplary and professional customer service.
• Answer incoming phone calls and respond to customer enquiries promptly and efficiently, providing accurate information and ensuring a positive customer experience.
• Promote our products and manage customer enquiries, ensuring all interactions are handled with care and attention to detail, and are escalated to Shift Leaders where appropriate.
• Demonstrate an enthusiasm for our products and build an in-depth knowledge of our policies and procedures ensuring customers receive accurate information and expectations are managed.
• Assist customers with reservations, booking changes and cancellations, check-ins and retail sales using the IBIS reservations system.
• Complete tour time check-ins and support customers through the process, ensuring customers receive a positive and memorable experience from arrival through to departure.
• Ensure the gift shop is always covered, monitor the customer activity and provide prompt assistance. Support the security of the retail area by remaining vigilant and reporting any concerns appropriately.
• Support the cafe team during busy periods, directing customers, running food and coffee orders and clearing tables where required.
• Maintain a clean, organised, and welcoming front desk environment by completing general replenishment, restocking, and tidying tasks to support daily operations.
• Complete opening and end-of-day procedures with minimal supervision, including cash handling and reconciliation, preparing the front desk and facilities for the following day, and communicating any relevant operational information to colleagues and customers.
• Support Encounter Kaikoura's commitment to environmental sustainability by following responsible workplace practices, including conserving energy and water, minimising waste, recycling appropriately and contributing ideas to improve our environmental footprint.

Desired skills and experience:

• Previous experience in a customer facing tourism, hospitality or retail role with a genuine passion for delivering exceptional customer service.
• Strong communication skills with the ability to confidently and professionally interact with customers, colleagues and external stakeholders.
• Computer literate with experience using reservations, databases, point of sale or customer management systems preferred.
• Ability to multitask and prioritise competing demands while remaining calm and organised in a busy, fast paced environment.
• Strong attention to detail and accuracy when processing bookings, payments and customer information.
• Proactive, adaptable and team orientated - willing to support other teams and assist wherever required.
• A flexible and resilient attitude towards working extended hours with early starts and late finishes when required by business demand.

Points to note:

• This is a role that requires a high level of reliability, consistency and versatility. Looking after yourself, managing fatigue and arriving fit and ready to work are important parts of the role. We are looking for applicants who take pride in their work, understand the importance of consistency, and are able to maintain a high standard of service levels throughout the day.
• During summer, days can be long – typically 8-10 hours on your feet,depending on business levels and tour length, so maintaining energy and stamina throughout the dayis essential.
• This role requires considerable flexibility, andadaptability as the Customer Service Team are charged with ensuring the customer experience is seemless across our operating base and pitch in with our reatil, cafe, and crew support teams as needed.
• We are a 7 day a week business and shifts will fall on public holidays and weekends.

What we offer:

• We are a tour operator, a cafeand retail store and you get to be part of a wider dedicated and like minded team creating exceptional customer experiences everyday!
• Structured training and support for you to be successful in your role; we have a genuine interest in your personal development and job satisfaction and are responsive to your aspirations.
• Guaranteed minimum hours and the option for more hours for those that want them over peak season to meet customer demand.
• Staff discounts in our cafe and retail store.
• The ability to join our tours as often as you like subject to availability; our team often take the opportunity to swim with dolphins on their days off!

Before you apply

Please read the following essential requirements carefully before proceeding with your application:

• If you are not a New Zealand citizen or resident, or an Australian citizen, you must hold a valid New Zealand work visa covering the full duration of the contract. For fixed-term seasonal roles, your visa must remain valid for the entire summer season. We are unable to consider applicants whose visa does not cover the full contract period.
• You must be fluent in spoken and written English. English is the primary language used across our operation and is essential for communicating effectively with customers and colleagues, particularly in relation to safety procedures.
• You must be available and able to commit to the full seasonal contract period. Annual leave is generally not available during our peak summer season, so please do not apply if you are unable to commit to the full contract dates.