Customer Support Administrator

About First Table First Table is on a mission to bring together restaurants and food lovers worldwide. With headquarters based in Queenstown, they've been leading the charge in the hospitality tech industry for ten years. Today, they're a global force operating in New Zealand, Australia and the UK. First Table is a platform that fosters restaurant discovery and connects people over their shared love of food.

The Role First Table is looking for a Customer Support Specialist that is passionate about providing exceptional customer service, capable of multi-tasking and has exceptionally strong verbal and written English skills. Reporting to the First Table Customer Support Team Leader, this role is responsible for (but not limited to):

Job Responsibilities:

• Handle customer inquiries regarding reservations, promotions, reviews, and account setup
• Manage customers and clients through CRM systems, addressing questions about products and services
• Respond promptly and accurately, providing clear instructions and information to customers
• Build trust and foster relationships by ensuring all inquiries are thoroughly addressed
• Record customer information, maintaining confidentiality of all company documents
• Address and respond to reviews in a timely, professional manner, offering resolutions where needed
• Review promotions, menus, and coordinate with restaurant owners to keep contact information current
• Ensure partner restaurants' materials are updated to reflect current promotions
• Assist restaurant owners in setting up pages/accounts
• Attend regular team meetings to align on goals and progress
• Generate daily and monthly productivity reports

Job Requirements and Qualifications:

• Minimum of 2 years of proven experience in customer service
• Previous experience in BPO or shared services, ideally with NZ, UK, or AU campaigns
• Background in the food service or dining industry is an advantage
• Excellent written and verbal communication skills
• Familiarity with CRM tools such as Zendesk & Hubspot
• Positive attitude, detail-oriented, and customer-focused
• Strong attention to detail, great work ethic, and commitment to excellent customer service
• Strong multitasking and organisational abilities
• Ability to work effectively in a fast-paced environment as both an individual contributor and team player
• Willingness to work a permanent night shift, covering Wednesday to Sunday
• Amenable to a hybrid work setup: staff will report onsite for the first 30 days of training, then transition to weekly onsite attendance every Wednesday or as needed to support team members