Are you passionate about delivering exceptional customer experiences in a world-renowned tourism destination? Waitomo Glowworm Caves is looking for friendly, motivated, and customer-focused individuals to join our team as Customer Service Representatives.
As part of our internationally recognised call centre, you’ll play a key role in exceeding customer expectations and providing outstanding hospitality (manaakitanga) across our Discover Waitomo products.
About Us

Discover Waitomo is home to the iconic Waitomo Glowworm Caves – a must-see destination for travellers from around the world. Here’s what makes us special:

• Manaakitanga, Kaitiakitanga, Whanaungatanga – Our core values guide everything we do, showing care for people and the environment.
• Award-winning Visitor Centre – Our restaurant team serves delicious food and beverages in a space that delights and inspires.
• Supportive, multicultural work environment – Be surrounded by positive, passionate people who love what they do.
• Part of Tourism Holdings Limited (thl) – NZ’s premium tourism company, operating legendary brands like The Legendary Black Water Rafting Company and Waitomo Homestead.

Key Responsibilities

• Provide courteous, friendly, and helpful customer service to all visitors.
• Maintain up-to-date knowledge of all 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.

Requirements

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

Why Join Us?

• Be part of a dynamic and supportive team.
• Enjoy the unique and authentic experience of working at the iconic Waitomo Glowworm Caves.
• Contribute to the local tourism economy and make a difference.
• Opportunities for personal and professional growth.

Apply Now
If you’re ready to take on this exciting role and help create unforgettable experiences for our visitors, we’d love to hear from you!
Thank you for your application, We are an equal opportunity employer and we aim to recruit a diverse range of people with a diverse range of talents to help us achieve our goals. Note that only selected candidates will be contacted.
Your privacy is important to us. Our privacy policy explains how we collect, process, use, store and disclose your personal data, as well as your rights associated with that data.
This policy is provided in a layered format so you can click through to the specific areas set out below. Please also use the Glossary at the end of the document to understand the meaning of some of the terms used.
https://www.thlonline.com/privac

• Provide courteous, friendly, and helpful customer service to all visitors.
• Maintain up-to-date knowledge of all 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