Customer Success Agent

Aotearoa New Zealand Association of Social Workers; Queenstown; On-site; NZD 48,000 - 64,000; Full time

Job summary

ARRIVAL is seeking a Customer Success Agent to support travellers from booking through to travel. You’ll manage enquiries by email and phone, coordinate with international partners and ensure clear information at each stage.

You will need outstanding written and spoken English, a confident, friendly service tone, and the ability to investigate issues, think critically and work across CRM systems and booking tools. This is a Tuesday-Saturday role in NZ.

Qualifications

• International travel experience and a strong understanding of what travellers need before and during an overseas trip.
• Excellent written and verbal communication skills, with strong spelling, grammar and attention to detail.
• A warm, confident and professional customer service tone.
• Strong critical-thinking, investigative and problem-solving skills.

Responsibilities

• Respond to customer enquiries via email and phone in a warm, professional and timely manner.
• Answer questions about itineraries, payments, flights, accommodation, activities, travel documentation and trip logistics.
• Take ownership of customer enquiries and follow them through to resolution.
• Ensure customers receive the information and documentation they need at the right stage of their journey.
• Liaise with international partners, suppliers and ground teams to obtain information and resolve issues.
• Support customers when plans change, including flight disruptions, itinerary changes, supplier issues or problems while travelling.
• Make updates to customer bookings and ensure correct information is reflected across our systems.
• Identify urgent or high-priority cases and escape appropriately.
• Maintain accurate customer records and case notes within our CRM.
• Work within agreed customer service standards and response times.
• Identify recurring customer pain points, risks and opportunities to improve the customer journey.
• Work closely with Operations, Product and Sales to ensure information is accurate and consistent.
• Contribute ideas and feedback that help improve ARRIVAL's processes, products and overall customer experience.

Skills

International travel

Communication skills

Customer service

Critical thinking

CRM proficiency

Organisational skills

Ambiguity handling

Emotional intelligence

Team communication

Cultural awareness

Confidentiality

Learning quickly

Tools

HubSpot

Travel booking systems

Job description

ARRIVAL creates unforgettable travel experiences around the world.

We’re looking for a Customer Success Agent who is organised, confident with customers and passionate about delivering an exceptional travel experience.

This role is about more than answering emails. You’ll need to understand the full customer journey, think critically, investigate issues, work with international partners and ensure our travellers feel informed, supported and looked after from booking through to travel.

Our preference is for this position to work Tuesday-Saturday (Sunday/Monday off)

Responsibilities

• Respond to customer enquiries via email and phone in a warm, professional and timely manner.
• Answering questions about itineraries, payments, flights, accommodation, activities, travel documentation and trip logistics.
• Take ownership of customer enquiries and follow them through to resolution.
• Ensure customers receive the information and documentation they need at the right stage of their journey.
• Liaise with international partners, suppliers and ground teams to obtain information and resolve issues.
• Supporting customers when plans change, including flight disruptions, itinerary changes, supplier issues or problems while travelling.
• Making updates to customer bookings and ensuring the correct information is reflected across our systems.
• Identify urgent or high-priority cases and escape appropriately.
• Maintain accurate customer records and case notes within our CRM.
• Work within agreed customer service standards and response times.
• Identify recurring customer pain points, risks and opportunities to improve the customer journey.
• Work closely with Operations, Product and Sales to ensure information is accurate and consistent.
• Contribute ideas and feedback that help improve ARRIVAL's processes, products and overall customer experience.

What We're Looking For

• International travel experience and a strong understanding of what travellers need before and during an overseas trip.
• Excellent written and verbal communication skills, with strong spelling, grammar and attention to detail.
• A warm, confident and professional customer service tone.
• Strong critical-thinking, investigative and problem-solving skills.
• Strong computer literacy and confidence working across CRM platforms, spreadsheets, shared documents, booking systems and multiple communication channels.
• Excellent organisation, multitasking and prioritisation skills.
• A methodical approach with strong ownership, accountability and follow-through.
• The ability to recognise urgency and understand the wider context behind a customer enquiry.
• Emotional intelligence and confidence dealing with anxious, frustrated or disappointed customers.
• Resilience and the ability to remain calm when dealing with multiple priorities or unexpected travel issues.
• Confidence working with ambiguity and finding a practical way forward when an immediate answer isn’t available.
• Professional curiosity - a willingness to investigate why something has happened rather than simply processing the enquiry.
• Initiative and a willingness to question or improve processes where something could be done better.
• Strong team communication and the confidence to surface risks, recurring issues and important customer feedback.
• Cultural awareness and confidence communicating with customers and partners from different backgrounds.
• An understanding of confidentiality and appropriate handling of customer and travel data.
• Confidence learning new products, systems and processes quickly.

Advantageous

• Previous experience in travel, tourism, hospitality or customer service.
• Experience using HubSpot or another CRM.
• Experience working with international suppliers or partners.
• Familiarity with travel booking systems or travel technology.

What Great Looks Like

A great Customer Success Agent doesn’t just answer the question in front of them.

They ask:

What is this customer actually trying to achieve? What information should they already have? Is anything missing? Is this urgent? Could this be affecting other travellers? What needs to happen next?

They investigate, communicate proactively and follow things through.

Most importantly, they put the customer experience at the forefront of what they do while helping ARRIVAL continually improve.

Why ARRIVAL

ARRIVAL is growing, and this is an opportunity to work somewhere where your input genuinely matters.

You’ll be close to our customers every day, which means you’ll have valuable insight into what’s working, what isn’t and where we can be better.

We’re not looking for someone to simply follow a script. We want someone who will speak up, contribute ideas and help shape our processes, communications and customer journey as we continue building ARRIVAL into a best-in-class travel business.

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