Senior Customer Experience Representative | Shotover Jet

Type: Full-time, Permanent

Location: Queenstown

Description

Location: Queenstown, Otago
Role type: Full Time
Minimum hours per week: 32
Pay rate: $28.00 – $32.00 per hour

Mō tātou, ā, mō kā uri ā muri ake nei – for us and our children after us.

We are looking for a passionate and enthusiastic Senior Customer Experience Representative to join our team.

Mō te tūranga – About the Role

The purpose of this role is to lead the delivery of exceptional, safe, and memorable guest experiences across all Shotover Jet and Dart River Adventure touchpoints, ensuring every manuhiri receives warm, professional service that reflects our values. As a senior member of the Customer Experience team, this role provides confident frontline support, expert operational knowledge, and proactive leadership to maintain smooth operations and high service standards. It contributes to team capability through coaching and guidance, supports reservations, retail, and beach functions, and helps drive continuous improvement. The role also upholds cultural confidence, sustainability goals, and health and safety requirements, acting as a knowledgeable and reliable point of contact for both guests and the wider team.

We offer a minimum of 32 hours per week, which may include weekends and public holidays. Applicants must be available to work across weekends and public holidays.

We are offering pay of $28 – $32 per hour.

Ngā haepapa matua – Key Responsibilities

• Deliver exceptional customer service for all manuhiri across Shotover Jet and Dart River Adventures, ensuring warm, safe, and memorable guest interactions.
• Act as a knowledgeable first point of contact, confidently resolving guest queries, concerns, and escalations.
• Support and guide kaimahi through on‑the‑job training, coaching, and day‑to‑day leadership to maintain a high‑performing team culture.
• Manage bookings, guest communications, and complex reservations using operational systems with accuracy and professionalism.
• Lead retail and photo sales performance by promoting products, assisting guests, and maintaining high standards of presentation.
• Oversee beach operations including check‑ins, safety briefings, life jacket distribution, and BRU/jetty area management.
• Provide safe and welcoming shuttle transport, completing daily vehicle checks and maintaining accurate driving records.
• Maintain strong compliance with health and safety standards, reporting incidents and supporting hazard identification.
• Support sustainability initiatives and uphold the Tiaki Promise through responsible operations and guest education.
• Participate in cultural development activities, demonstrating alignment with Ngāi Tahu values and encouraging a positive, inclusive team environment.

Ngā wheako me te tūāpapa – Experience & Background

At least 24 months’ experience in a customer‑facing role, ideally within tourism or hospitality, with demonstrated administrative and operational capability.

Ngā tohu mātauranga – Qualifications

Class 2 Licence and P Endorsement.

Ngā pūmanawa me ngā āheinga – Attributes & Competencies

• Physically fit and comfortable working outdoors.
• Strong attention to detail and mental alertness.
• Friendly, genuine, and approachable with excellent communication skills.
• Works well in diverse teams and contributes positively to team culture.
• Calm, solutions‑focused, and efficient under pressure.
• Strong time‑management and multi‑tasking abilities.
• Culturally aware, respectful, and committed to delivering outstanding guest experiences.
• Willingness to learn Ngāi Tahu values, tikanga, te reo Māori, and bicultural practice.
• Awareness of, and alignment with, the needs and aspirations of Ngāi Tahu whānui, including understanding the relevance of the Treaty of Waitangi.

He pātai anō? Kua rite koe ki te tono? – Any Questions? Ready to Apply?

If you’re ready to bring your expertise to one of Aotearoa’s most exciting tourism brands—and contribute to the legacy of Ngāi Tahu—we’d love to hear from you.

You must be legally entitled to work in New Zealand.
Pre‑employment checks, including drug and alcohol testing, apply.

Apply now and help us keep our waka performing at their best as we welcome manuhiri from around the world.