Guest Experience Specialist — Waitomo Caves

Tourism Holdings Pty; Waitomo Caves; On-site; NZD 42,000 - 56,000; Full time

Job summary

Tourism Holdings Pty seeks friendly, customer-focused individuals to join the Waitomo Glowworm Caves team as Customer Service Representatives. You will be part of an internationally recognized Discover Waitomo call centre, delivering exceptional hospitality and handling reservations with accuracy.

Ideal candidates have at least 1 year in customer service, strong communication skills, and a positive, proactive approach.

Qualifications

• NCEA Level 2 or equivalent qualification.
• Minimum 1 year of experience in a customer service environment.
• Understanding of core values: manaakitanga, kaitiakitanga, whanaungatanga, and ahurutanga.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Excellent interpersonal and communication skills.
• Customer-centric approach with a positive, outgoing attitude.
• Ability to work under pressure and manage time effectively.
• Tech-savvy and willing to learn and adapt.
• Availability to work on a 7-day rotating roster.

Responsibilities

• Provide courteous, friendly, and helpful customer service to all visitors.
• Maintain up-to-date knowledge of Waitomo attractions, products, and services.
• Sell and upsell products to meet and exceed sales targets.
• Accurately and efficiently process reservations.
• Handle customer inquiries, resolve issues, and fulfill requests.
• Ensure zero till variances and accurate end-of-day cash counts.
• Enhance visitor experience and increase visitor spend.
• Respond professionally to customer feedback and complaints.
• Manage traffic flow and ensure visitor safety.
• Maintain outstanding store condition and visual merchandising standards.

Education

NCEA Level 2

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Tourism Holdings Pty seeks friendly, customer-focused individuals to join the Waitomo Glowworm Caves team as Customer Service Representatives. You will be part of an internationally recognized Discover Waitomo call centre, delivering exceptional hospitality and handling reservations with accuracy.

Ideal candidates have at least 1 year in customer service, strong communication skills, and a positive, proactive approach.