About the Company:
Pacific Destinations specialise in creating unforgettable experiences as a full-service Inbound Tour Operator. From FIT packages to group tours, regular itineraries, and incentive services, they bring New Zealand’s most iconic destinations to life for their global partners, ensuring every client’s dream itinerary becomes a reality.
With 28 years in the business, they’ve built their reputation on trust, integrity, and having the best destination expertise – all while having a lot of fun along the way.
At Pacific Destinations, they believe their people are their most valuable asset and one of their greatest strengths lies in their company culture. They foster innovation, creativity, and growth, providing every team member the opportunity to make an impact. By assembling the right mix of people in a relaxed, flexible, and positive work environment, they ensure that success is a shared journey for both their team and their partners.
About the Role:
Pacific Destinations are looking for an experienced Customer Care and Resolutions Specialist who will play a vital role in ensuring seamless travel experiences for their clients exploring New Zealand. You'll work closely with clients, travel consultants, and partners to provide exceptional service, resolve issues, and manage travel disruptions.
Your responsibilities will include:
- Delivering outstanding customer service by addressing client needs and resolving issues efficiently.
- Liaising with agents and suppliers to manage itinerary changes, cancellations, and credit processing.
- Maintaining up-to-date travel records and ensuring smooth coordination with the operations team.
- Handling post-travel feedback, sharing insights for service improvement, and collaborating with the international after-hours customer service team to ensure consistent service quality and manage any complex or escalated cases.
- Report directly to the GM of Operations and the Directors and contribute to process enhancement where necessary.
About You:
Given the complexity and autonomous nature of this role, we are looking for candidates who come with proven experience in the industry.
Our ideal candidate will bring:
- Proven experience in the travel and tourism industry (this is a MUST!)
- At least 2 years of experience in a direct-to-consumer customer service role
- A customer-centric and solutions-focused approach to customer service
- The ability to problem solve in a jiffy to manage disruptions and get clients’ holidays back on track!
- The confidence to manage escalations and complex inquiries
- An eagerness to jump right into a busy client-facing role as the company enters its peak travel season
- Strong verbal and written communication skills
Apply Now!
If you’re interested in the role, please apply now. If you have any additional questions, feel free to get in touch with Alex on 027 206 4432 for a confidential chat.
To apply for this vacancy you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.
At the appropriate stage we will request your references, we ask that you do not include them on your CV when applying.
At Tribe we have our guiding light to show us the way. We bring our whole selves to work. We encourage inclusion in every single interaction. We genuinely care about people and are curious about their stories. We celebrate all points of view. We will help you find your tribe, the same way we have. We’re all on a journey together so come along…
