Job Description

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.

Our values guide everything we do: Stay True, Look Beyond, Empower, and Band Together.

As we enter an exciting growth phase, we are expanding our reach. For you, this is 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

• Champion the customer experience: Go above and beyond to transform standard interactions into memorable, positive experiences.
• Be the first line of support: Respond to incoming calls and client queries via app messaging with a helpful, positive attitude
• Handle logistics with precision: Make reservations and review documentation with high accuracy, efficiency, and a strict attention to detail.
• Be the ultimate problem solver: Provide real-time problem-solving and support for clients experiencing travel disruptions, turning unexpected challenges into seamless solutions so their holiday remains unforgettable.

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, free breakfast, birthday leave, company social club.

By joining FTG, you will be part of a great bunch of people from all over the world who have come together for a shared purpose: to deliver the very best New Zealand and Australian travel experiences!

Apply now with your CV and a short cover letter explaining why you’d be a great fit for the Fine Tours Group team.