Customer Service Representative
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.
Apply now and become part of the adventure at The Legendary Black Water Rafting Co.