Customer Support Team Leader - Full Time - Auckland South About Us:
At Tourism Holdings Limited (thl), we're all about creating unforgettable journeys. As New Zealand's premium tourism company, we proudly operate iconic kiwi brands like Kiwi Experience, Waitomo Glowworm Caves, and The Legendary Black Water Rafting. But that's not all - we're also the world's largest campervan operator, with operations spanning NZ, AUS, US, and UK. Our diverse fleet includes maui, Britz, Apollo, Mighty, Cheapa Campa, Hippie, El Monte RV, Roadbear, and Just Go.
The Role:
We are seeking a dynamic and enthusiastic Customer Support Team Leader to join our team. In this role, you will co-lead, motivate, and manage our Customer Support Specialists, ensuring they provide superior support and assistance to our guests across our global brands.
Key Responsibilities:
Lead and inspire a team of 5-15 Customer Support Specialists.
Ensure high-quality customer service and effective complaint resolution.
Implement standards and procedures to enhance the customer experience.
Analyse customer feedback and develop strategies for continuous improvement.
Assist in managing daily team activities, including recruitment, training, and performance management.
Communicate effectively with various departments to ensure smooth operations.
Champion continuous improvement initiatives and drive best practices.
Ensure compliance with health and safety regulations.
What We're Looking For:
Tertiary qualification in Travel & Tourism, Hospitality, or a related field (desirable).
Experience in campervan or motor vehicle rentals (desirable).
Proven customer service and complaint resolution experience.
Team leader or management experience.
Ability to train, coach, and motivate staff.
Strong problem-solving skills and attention to detail.
Excellent communication skills; a second language is a plus (e.g., French, German, Mandarin, or Cantonese).
Ability to manage multiple tasks and stay calm under pressure.
Knowledge of workplace H&S requirements.
Why Join Us?
Be part of a company that values customer satisfaction and continuous improvement.
Lead a dedicated team and make a significant impact on our clients' experiences.
Engage in a supportive and dynamic work environment.
Contribute to our global success and growth.
What's in it for You?
Join a team that lives and breathes travel and experiences. Want to go on a road trip with friends and family? We'll hand you the keys. Want to go caving and abseiling? We'll provide the gear.
Working for thl opens a world of fun experiences, and you'll probably have to rewrite your bucket list. We offer a competitive salary, flexible work arrangements, and development & career opportunities. Our diverse crew will make you feel welcome from day one.
Apply Now:
If you are passionate about delivering high-quality service and leading a team to success, we want to hear from you! Apply today and be a part of our journey to create unforgettable holiday experiences.
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