Customer Experience Coordinator

About Fine Tours Group

Fine Tours Group (FTG) is a technology-enabled travel business operating a portfolio of Australia and New Zealand travel brands. We plan and deliver trips end to end for travellers and travel advisors, curating bespoke journeys, building multi-stop itineraries, managing bookings, and supporting customers from planning through to travel.

FTG is in a growth phase as we expand our reach across New Zealand and Australia. For customers and partners, that means making it easier for more people to experience these destinations through trips that are carefully curated and consistently delivered. For you, it’s a chance to join a business where your work has a visible impact, you’ll be trusted to act, and you’ll be backed by strong teamwork and clear pathways to grow as we scale.

About the role

Are you passionate about New Zealand and thrive on helping others experience its magic? Do you excel at problem-solving and providing exceptional on-the-ground support? If so, we are seeking a Customer Experience Coordinator to join our vibrant team in beautiful Wānaka.

In this exciting role, you will have exceptional administrative skills and be the crucial link between our international clients and the unforgettable adventures they're embarking on. You'll be the go-to person for ensuring their journeys run smoothly, offering assistance, and resolving any challenges that may arise with a warm and proactive approach.

This is a full time, 40 hour role and weekend/public holiday work is required.

Responsibilities

• Responding to incoming phone calls and client queries via app messaging
• To make reservations as requested with accuracy and efficiency, within the agreed standards of attention to detail
• Manage queries, complaints and suggestions with a positive attitude
• Promptly and efficiently directing enquiries to appropriate consultants
• Review documentation and provide quality control oversight as required

What we're looking for

• Must be passionate and knowledgeable about New Zealand
• Experience in general administration
• Broad IT competencies
• Excellent problem-solving skills
• Exceptional communication and interpersonal skills with a genuine customer-centric approach
• Excellent interpersonal, written and oral communication skills
• Ability to perform under pressure
• Ability to work independently and as part of a team
• Strong attention to detail and accuracy

Why you'll love working with us

• Impact: Play an important role in helping travellers experience New Zealand.
• Team: Work in a friendly, supportive and collaborative environment.
• Growth: Real opportunities to learn and develop with a growing business.
• Perks: Hybrid working framework, travel benefits, birthday leave, company social club, paid volunteer days