Aorangi Peak Lake View Glamping Limited (trading as Aorangi Peak) is a tourism and accommodation business based in Rotorua. We are developing a lake-view space capsule and wellness retreat, offering a unique stay experience for both local and international guests. The company aims to become a premium provider of space capsule accommodation and wellness experiences in New Zealand.

We are looking for a Customer Service Manager to take responsibility for our day-to-day customer service operations and overall guest experience. This is a hands-on role where you will lead a small team and make sure our guests receive a high level of service from booking through to check-out.

Work location: 353C Mountain Road, Rotorua

Hours: Minimum guaranteed 30 hours per week. Additional hours may be required depending on business needs, including weekends and public holidays.

The rate is $35-36 per hour based on skill.

Key responsibilities include:

  • Oversee daily customer service operations, including bookings, enquiries, and guest support
  • Manage and support front-desk and customer service staff
  • Train new staff and provide ongoing guidance and feedback
  • Handle customer issues and complaints, including more complex cases
  • Monitor guest feedback and online reviews, and take action where needed
  • Work closely with housekeeping and maintenance teams to ensure smooth operations
  • Improve processes to make service more efficient and consistent
  • Help with staff rostering and basic workforce planning
  • Support recruitment when needed 

What we are looking for:

  • At least 3 years’ experience in customer service or hospitality operations, including team supervision or management responsibilities
  • Proven ability to manage customer service operations and lead a team effectively
  • Ability to handle customer enquiries and resolve issues
  • Good organisational skills and the ability to prioritise and manage multiple tasks
  • A positive attitude and a strong commitment to delivering high-quality customer service
  • Mandarin language skills would be an advantage, as a significant proportion of our customers are Chinese-speaking

The applicant should either be an NZ Resident or hold a valid work visa.

If you are interested in this role, please send your CV to [email protected].

 

Employer Questions

Your application will include the following question(s):

  • Are you a New Zealand citizen or resident visa holder?
  • Do you require our sponsorship for a work visa?
  • Are you flexible to work during weekends and public holidays?
  • Do you have proven customer service experience?
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