Customer Support Specialist

Tourism Holdings Pty; Auckland; On-site; NZD 36,000 - 48,000; Part time

Job summary

Tourism Holdings Limited (thl) is seeking a part-time, fixed-term Customer Support Specialist in Auckland. You will provide real-time support to guests on hire, troubleshoot issues, and coordinate with branches and suppliers to ensure timely outcomes.

The role requires strong communication, empathy, and a proactive mindset. This seasonal contract runs until April 2027 with rotating shifts between early morning and late evening, including weekends/holidays.

Qualifications

• Experience in customer service and complaint resolution.
• Strong communication skills (phone and written).
• Ability to manage multiple cases in a fast-paced environment.
• Proficient with Outlook, Excel and CRM platforms (D365 desirable).

Responsibilities

• Provide real-time support to guests on hire via calls, messages, and written communication.
• Troubleshoot vehicle and service issues and guide guests to solutions.
• Manage customer cases end-to-end with accurate documentation and follow-up.
• Coordinate with branches, contractors, and suppliers to deliver timely outcomes.
• Handle customer complaints professionally with empathy and ownership.
• Support insurance claims processing and maintain accurate system records.

Skills

Customer service

Complaint resolution

Strong communication

Multitasking

CRM experience

Tools

Outlook

Excel

CRM (D365)

Job description

At Tourism Holdings Limited (thl), we are the world’s largest campervan operator, providing unforgettable travel experiences across New Zealand and globally, and it starts with our people. thl is New Zealand’s leading tourism company and the world’s largest provider of recreational vehicles. Joining thl means becoming part of a global team passionate about creating unforgettable travel experiences. Our brands include maui, Apollo, Britz, Mighty Rentals, and more. We also design and manufacture motorhomes through Action Manufacturing and develop innovative digital solutions via thl Digital.

As a part time, fixed term Customer Support Specialist, based in Auckland you’ll play a critical role supporting guests currently on hire, ensuring they feel safe, supported, and confident throughout their journey.

About the Role:

This is a fast-paced, operational support role where you will provide real-time assistance to guests on the road, resolving issues efficiently and professionally.

You’ll handle a wide variety of situations, from vehicle troubleshooting to service disruptions, while balancing customer experience, safety, and business outcomes.

What You’ll Do:

• Provide real, time support to guests on hire across calls, messaging, and written communication.
• Troubleshoot vehicle and service, related issues and guide guests through solutions.
• Manage customer cases end-to-end, ensuring accurate documentation and follow-up.
• Coordinate with branches, contractors, and suppliers to deliver timely outcomes.
• Handle customer complaints professionally, with empathy and ownership.
• Support insurance claims processing and maintain accurate system records.

What We’re Looking For:

• Experience in customer service and complaint resolution.
• Strong communication skills (phone and written).
• Ability to manage multiple cases in a fast, paced environment.
• Strong problem, solving skills and attention to detail.
• Confident using systems such as Outlook, Excel, and CRM platforms (D365 desirable).
• A proactive, resilient, and team, focused attitude.

Working Hours:

Rotational roster between 7:00am – 10:00pm

Includes weekends and public holidays (with reasonable notice)

Recruitment Intake (Batch Hiring)

We are hiring in multiple intakes throughout the year; the role is on seasonal contract till April 2027:

• 2 roles – Start 1 September 2026
• 2 roles – Start 6 October 2026
• 2 roles – Start 3 November 2026

Why Join thl?

• Be part of a high-performing operational support team.
• Work in a dynamic environment where no two days are the same.
• Opportunity to develop strong problem-solving, communication, and operational skills.
• Play a key role in delivering exceptional guest experiences.