Customer Service

1 week ago

Auckland City, New Zealand THL Full time

Organize unforgettable holidays and ensure high customer satisfaction.
- Join a dynamic team with opportunities for growth and development.
- Be part of an award-winning company with a focus on authentic experiences and sustainability.

**About Us**: Kiwi Experience is an award-winning tour operator that connects thousands of people on a yearly basis with unforgettable, personalised experiences. As part of Tourism Holdings Limited (thl), we are dedicated to providing our customers with the best possible Kiwi adventure. With over 35 years in the industry, Kiwi Experience offers a guided yet flexible travel experience, allowing passengers to explore New Zealand at their own pace. Our local driver guides are experts in New Zealand's culture and destinations, ensuring a hassle-free and enriching journey.

**The Role**: As a Customer Service & Sales Consultant, you will organise and provide our customers with itinerary and product recommendations. You will assist the operations and on-road teams to ensure Kiwi Experience runs safely, profitably, and delivers high customer satisfaction.

**Key Criteria**:

- Minimum of 3 years' experience in customer service/contact centre (preferably in the tourism/hospitality industry)
- Positive, enthusiastic, and proactive attitude
- Demonstrated sales skills
- Outgoing personality and team player
- Ability to relate to the backpacker market and the Kiwi Experience brand
- Effective verbal and written communication skills, especially with non-native English speakers
- Tough-minded and able to manage tough decisions
- Competent computer user with the ability to learn new systems
- Demonstrated administration skills in a customer service environment
- Great problem-solving skills and adaptability to change
- Ability to work on a flexible roster, including weekends and public holidays

**Responsibilities**:

- Greet people enthusiastically and provide sound solutions to queries
- Respond professionally to all enquiries fully and accurately
- Assist with booking requests, problem resolution, and general information
- Sell suitable products and up-sell when appropriate
- Efficiently process bookings for agents, passengers, drivers, hostels, and other associated companies
- Provide details of relevant offers and seek a sale from every enquiry
- Ensure all monies are accounted for and entered correctly into the systems
- Maintain accuracy while updating manifests by phone and complete all daily tasks
- Work effectively and contribute to both the immediate reservations team and the wider Kiwi crew
- Ensure the office is secure at night and the front counter is not left unmanned during office hours
- Support the Customer Experience Manager, Operations Manager, Supervisors, and fellow colleagues as required
- Actively participate in the thl Health and Safety system
- Perform other duties as required

**What We Offer**:

- A supportive and dynamic work environment
- Opportunities for growth and development
- Competitive pay and benefits
- Reference #
- 48230
- Posted on
- 24 Jan 2025
- Closes on
- Location(s)
- Auckland Central
- Expertise
- Contact Centre, Customer Service, Sales
- Job level(s)
- Experienced/Skilled
- Work type(s)
- Full Time
- Group division
- Kiwi Experience

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