Customer Service Shift Leader

3 weeks ago

Canterbury, New Zealand Dolphin Encounter Full time

Is customer service second nature? Do you have reservations and sales experience in tourism? We are looking for a Customer Service Shift Leader to support our supervisors in ensuring an efficient, smooth and friendly experience for our customers from their first interaction with us.
About You: Passionate about great service and engendering that in others. You have a knack for making customers and colleagues feel comfortable and facilitating great customer experience. Your industry experience gives you a calm disposition, whatever the day brings, and the confidence to step up when required.

About Us: Kaikoura is one of the best places in the world to encounter wild dolphins and albatross in their natural environment. Operating ethically and sustainably for over 35 years; we have had the privilege of introducing people from all over the world to bucket list experiences. As the initial point of contact and communication hub of our business, our customer service team sets the tone and is committed to delivering friendly, professional service that makes every guest feel welcome.
The role:

Guest experience: deliver and maintain stand out service levels with warmth and professionalism.
Team orientation: collaborate with colleagues to deliver efficient and effective service.
Data and correspondence: ensure accuracy, be quick to spot anomalies and seek to resolve them.
Step up when required: responsibility for opening and closing, along with invoicing and cashing up. Supporting other team members' workflow and development. Suggesting and implementing process improvements.

What we are looking for:

Customer service: 2+ years' experience in customer service, ideally in the tourism industry.
Reservations & reception experience: good knowledge of booking systems and front desk operations, ideally in a multi-faceted, mid-sized business.
Detail focused: organised and logical; you are as comfortable with data and reporting as you are with correspondence and invoicing.
Systems smart: comfortable with databases, reporting and Microsoft Office. Our reservations system is IBIS; so, if you are familiar with it that already, that is a big plus
Customer champion: you are a capable communicator, considered and efficient under pressure, and great service is just what you do
Team spirit: you thrive in a team, you are kind and enjoy working with and supporting others, you get a kick out of sharing your experience when required.
Fit and ready: on the go and on your feet all day at our standing desk, you are resilient and love the mental challenge and buzz of a busy and diverse tourist operation.

Schedule Details: Commencing in September or October, this role can be permanent or fixed term for either 7 or 18 months. Hours are flexible to meet business and customer demand, with a minimum of 30 and a maximum of 40 hours per week. We are a 7 day a week business and working on public holidays and at weekends will be required. Shifts are typically 6-10 hours in duration and fall between the hours of 7am and 7pm daily. With experience, there is the possibility of earlier starts at 5am in the summer months too. We roster a 5 day week, with 2 fixed days off, which are likely to fall mid-week.
Why Join Us?

Great team: work with a likeminded, friendly team who love what they do
Be part of a world class experience: delighting customers from all over the world.
Benefits: a genuine interest in and support for your ongoing development. Staff discounts across the wider business and the opportunity to swim with dolphins on your days off
Lifestyle: enjoy the village community and outdoor lifestyle of Kaikoura.

If you're excited about this opportunity and meet all of the applicant requirements; we would love to hear from you Please complete our application form below, attaching your CV and a cover letter explaining why you're the perfect fit for this role.
***We respectfully request no agencies please***

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