Customer Service Specialist

Are you confident and experienced in service and have an affinity in dealing with accommodation hosts, activity guides and mid to high-end European travellers, all with high expectations? Do you enjoy problem-solving and helping people in situations they are finding stressful? Are you seeking a home based role in the travel industry where you can be autonomous, take responsibility and provide exceptional service to travellers and our accommodation hosts and activity guides?

TravelEssence is a mid to high-end travel specialist bringing European clients to New Zealand and Australia on custom-made holidays. Founded by a kiwi, and based in the Netherlands, we have an office in NZ so we can be on the same time zone as our hosts, guides and travellers. Our NZ office has four staff members, and company-wide we are over 100 strong.

Our holidays focus on small, unique places to stay and things to do away from the masses. Our small-scale accommodations and activities are run by enthusiastic, passionate hosts. Sometimes our hosts, guides or travellers have questions or issues that need resolving. System questions. IT they don’t understand. Changes due to weather or circumstance. A door code that doesn't work. A rental car office that's unattended. A question about arrival times. You name it, someone will ask it.

As a Customer Service Specialist, you are responsible for keeping our accommodation and activity partners, as well as UK & European travellers on track.

Responsibilities:

• You are a key contact for our suppliers and are responsible for supporting them and responding to their questions in a timely manner

• You think of logical solutions and implement the best solution for clients and suppliers quickly to prevent the need for these to be escalated

• You will help our suppliers to understand and use our systems

• You will aim to identify trends/risks/issues and report them so they can be solved

• You are the first point of contact for our European and UK clients travelling throughout New Zealand & Australia if they experience an urgent problem

• You support the Manager to achieve our overall objectives, which will include other product projects and related activities, including correcting details that create problems.

You are our ideal candidate if you are confident in making decisions autonomously in dynamic situations, but are wise enough to know when an issue needs the support of others to resolve. You have excellent communication skills, particularly over the phone, and, in a dream scenario, can speak Dutch or German at an almost native level. It is important that you work accurately, and that you are able to set priorities and take responsibility. Ideally you will have experience in the travel industry, however, this is not required.

Skills and capabilities

• Confident and experienced in customer service

• Think through logical solutions and make required decisions in dynamic situations

• Pragmatic and efficient when dealing with situations as they arise

• Comfortable with a high degree of autonomy, able to prioritise competing demands, and feel responsible to get the job done

• Strong written and oral communication

• Plays role as part of the big picture

Working for TravelEssence means:

• A professional environment to work in

• Working with international colleagues

• Flexibility to work remotely from home

• A relaxed, informal, open environment with a good work-life balance

• You are part of a highly innovative and respected organisation

• A competitive salary

Apply now!

Please send your CV and motivation letter to Janneke Hoff. If you have any questions first, you can contact her via email: janneke@travelessence.nl.