Customer Support Administrator

DBOS; Queenstown; Hybrid; NZD 50,000 - 65,000; Full time

Job summary

A global hospitality tech company based in Queenstown is seeking a Customer Support Specialist to handle customer inquiries and provide exceptional service. The role requires at least 2 years of experience in customer service, proficiency with CRM tools, and strong communication skills. Candidates should be detail-oriented and able to work in a fast-paced environment, with a willingness to work permanent night shifts. This position offers a hybrid work setup after the initial training period.

Qualifications

• Minimum of 2 years of proven experience in customer service.
• Experience in BPO or shared services, ideally with NZ, UK, or AU campaigns.
• Background in the food service or dining industry is an advantage.

Responsibilities

• Handle customer inquiries regarding reservations and promotions.
• Manage clients through CRM systems, addressing questions about products.
• Build trust and foster relationships with customers.

Skills

Exceptional customer service

Strong verbal and written English skills

Multitasking

Attention to detail

Tools

Zendesk

Hubspot

Job description

About the job Customer Support Administrator

About First Table First Table is on a mission to bring together restaurants and food lovers worldwide. With headquarters based in Queenstown, they've been leading the charge in the hospitality tech industry for ten years. Today, they're a global force operating in New Zealand, Australia and the UK. First Table is a platform that fosters restaurant discovery and connects people over their shared love of food.

The Role First Table is looking for a Customer Support Specialist that is passionate about providing exceptional customer service, capable of multi-tasking and has exceptionally strong verbal and written English skills. Reporting to the First Table Customer Support Team Leader, this role is responsible for (but not limited to):

Job Responsibilities:

• Handle customer inquiries regarding reservations, promotions, reviews, and account setup
• Manage customers and clients through CRM systems, addressing questions about products and services
• Respond promptly and accurately, providing clear instructions and information to customers
• Build trust and foster relationships by ensuring all inquiries are thoroughly addressed
• Record customer information, maintaining confidentiality of all company documents
• Address and respond to reviews in a timely, professional manner, offering resolutions where needed
• Review promotions, menus, and coordinate with restaurant owners to keep contact information current
• Ensure partner restaurants' materials are updated to reflect current promotions
• Assist restaurant owners in setting up pages/accounts
• Attend regular team meetings to align on goals and progress
• Generate daily and monthly productivity reports

Job Requirements and Qualifications:

• Minimum of 2 years of proven experience in customer service
• Previous experience in BPO or shared services, ideally with NZ, UK, or AU campaigns
• Background in the food service or dining industry is an advantage
• Excellent written and verbal communication skills
• Familiarity with CRM tools such as Zendesk & Hubspot
• Positive attitude, detail-oriented, and customer-focused
• Strong attention to detail, great work ethic, and commitment to excellent customer service
• Strong multitasking and organisational abilities
• Ability to work effectively in a fast-paced environment as both an individual contributor and team player
• Willingness to work a permanent night shift, covering Wednesday to Sunday
• Amenable to a hybrid work setup: staff will report onsite for the first 30 days of training, then transition to weekly onsite attendance every Wednesday or as needed to support team members