Reservations Specialist - Mandarin Speaking

Experience Co NZ Holdings; Queenstown; On-site; NZD 37,000 - 50,000; Full time

Benefits offered by this job

Pay rate of $31.58 per hour

Employee discount program

Employee referral program

Reward and recognition programs

Training and study assistance

Career pathways developed

Job summary

Experience Co NZ Holdings, Queenstown, is seeking a Mandarin-speaking Reservations Specialist to drive sales and manage bookings for NZONE and Skydive Wanaka. You will be the first contact for customers, translating as needed and ensuring smooth reservations for skydiving experiences.

You will work across phone, email, and in person with a flexible weekend/holiday schedule; a minimum of 30 hours per week, up to 48, during peak seasons is required.

Qualifications

• Fluency in Mandarin and English.
• 12+ months experience in a Mandarin-required customer service, administration, or tour guide role.
• Strong communication and interpersonal skills.
• Solid administrative and computer skills; able to learn new software (IBIS, Genesys).

Responsibilities

• Welcoming customers and managing bookings via phone, email, and in person.
• Provide translation between English and Mandarin to assist customers and reservations team.
• Conduct pre-departure briefings for customers prior to skydive transfer.
• Actively sell and upsell skydiving products, packages and merchandise.
• Coordinate booking schedules with operations and manage customer flow.
• Process payments and confirm reservations across channels.

Skills

Mandarin-English fluency

Customer service

Administrative skills

Interpersonal skills

Tools

IBIS

Genesys

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Reservations Specialist - Mandarin Speaking

Experience Co NZ Holdings – Queenstown, South Island

Experience Cois an adventure tourism company founded in 1998 with the vision of becoming a world-leading adventure tourism company. We offer the world-class adventure experiences with numerous locations throughout Australia and New Zealand.

Experience Co NZ, better known as NZONE Skydive, Skydive Wanaka and Skydive Southern Alps, have been taking thrill seekers skydiving for 30 years.

As a business, we empower our employees to do what they do best – deliver extraordinary experiences.

About the role

Based at our shop front in Queenstown, we have an exciting opportunity for a Mandarin speaking Reservation Specialist to help drive sales and promote our Skydive experiences at NZONE and Skydive Wanaka. You will be the first point of contact for our customers, answering queries, making reservations and checking-in guests for their pending Skydive. You will also help our team to deliver exceptional customer service, proving translation as required to help answer queries.

As we operate 7 days a week the ability to work weekends, public holidays and longer hours during the peak summer season is required. This is a full-time permanent role with a guaranteed minimum of 30 hours per week and a maximum of 48 hours per week.

Your responsibilities will include:

Providing translation and converting written material between English and Mandarin to assist customers and the reservations team

Welcoming customers and managing bookings via phone, email, and in person

Conducting pre-departure briefings for customers prior to their transfer to the skydive drop zone

Actively selling and upselling our skydiving products, packages, and merchandise

Keeping customers informed of weather conditions and any operational updates that may affect their skydive

Coordinating booking schedules and customer flow with operational and manifest teams to support efficient daily operations

Processing payments and confirming reservations through phone, email, online systems, and face-to-face interactions

Maintaining accurate customer records and booking information across reservation and operational systems (including IBIS and Genesys)

Coordinating, reviewing, and managing the delivery of customer media packages (photos and videos) to quality standards

Investigating and resolving customer concerns relating to bookings, scheduling, or media products professionally and promptly

Performing daily administrative and general office duties

About You

You are an experienced customer service professional with a background in reservations, sales, or administration. You are fluent in both Mandarin and English, enjoy working in a small, enthusiastic team, and are confident in selling unique adventure tourism experiences.

You will have:

• Fluency in both Mandarin and English
• At least 12 months' experience in a customer service, administration, or tour guide role where Mandarin communication was required
• Strong communication and interpersonal skills
• A high standard of customer care
• Solid administrative and computer skills with the ability to learn new software (we use IBIS and Genesys)

Benefits and perks

Pay rate of $31.58 per hour

Employee benefit discount program so you can experience our products first‑hand

Employee referral program

Reward and recognition programs

Trainingand study assistanceprovided

Career pathwaysdeveloped to get you to the next level

Don’t miss out on joining a leading company that welcomes innovative ideas and is dedicated to providing quality services.

At Experience Co we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.