Travel Success Specialist

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 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.