Customer Support Specialist

Tourism Holdings Limited; New Zealand; On-site; NZD 52,000 - 76,000; Full time

Benefits offered by this job

Seasonal contract until Apr 2027

Rotational shifts 7:00am–10:00pm

Job summary

Tourism Holdings Limited is seeking a Customer Support Specialist based in Auckland to assist guests on hire, resolving issues in real time while balancing safety and guest experience. This is a fast-paced, operational role requiring clear communication and multitasking across calls, messages, and written channels.

The role covers troubleshooting, end-to-end case management, and coordination with branches and suppliers to deliver timely outcomes.

Qualifications

• 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 and attention to detail.
• Proficiency with Outlook, Excel and CRM platforms (D365 desirable).

Responsibilities

• Provide real, time support to guests on hire via calls, messaging and written communication.
• Troubleshoot vehicle and service issues and guide guests through solutions.
• Manage customer cases end-to-end with accurate documentation and follow-up.
• Coordinate with branches, contractors and suppliers for timely outcomes.
• Handle customer complaints professionally with empathy and ownership.

Skills

Customer service

Complaint resolution

Communication skills

Multitasking

Problem solving

Attention to detail

CRM systems

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 full 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:

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.