Be part of a newly established Customer Experience Centre supporting a growing ANZ holiday parks portfolio
The Opportunity
We’re looking for Customer Experience Agents to join a newly formed centralised Customer Experience Centre (CEC) supporting a multi‑property holiday accommodation group in New Zealand, with future expansion into Australia.
This role sits at the frontline of guest engagement, handling enquiries and reservations across phone and digital channels. You’ll represent multiple properties, balancing service excellence with commercial outcomes, and ensuring guests receive clear, confident, and professional support from first contact through to booking and follow‑up.
This is an opportunity to be part of a growing function where standards are being set, processes refined, and guest interactions elevated across the region.
Why join us?
- Proudly Great Place to Work® certified
- Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
- Grow with stability: 100+ in our 10-Year Club by 2025
- Dynamic talent network: 2,000+ across APAC and beyond
- Competitive compensation with annual reviews
- Comprehensive medical care for you and your family
- Generous paid leave because work-life balance matters
- Level up with LinkedIn Learning and tailored training
- Flexible work setup
Staff Testimonial
“ Stepping out of your comfort zone opens a whole new world of opportunities for you. ” — Performance Manager, ASW Philippines.
What You’ll Do
- Handle centralised reservations and enquiries on behalf of multiple holiday park properties
- Answer reservation-related calls and emails, ensuring a seamless guest experience.
- Convert enquiries into bookings while upselling, cross‑selling, or recommending alternatives based on guest needs.
- Accurately create, amend, and manage reservations using the central reservations system and supporting platforms.
- Maintain high standards of service quality, accuracy, and follow‑through, particularly for repeat guests and email enquiries.
- Support quality, conversion, and customer satisfaction outcomes in a service‑led environment.
Key Criteria
- Minimum 3 years’ experience in hotel, accommodation, reservations, or hospitality contact centre roles.
- Excellent spoken and written English, with a clear Australian or neutral accent (US or UK acceptable if clean and easily understood).
- Proven ability to convert enquiries into bookings while delivering high-quality guest service.
- Comfortable supporting multiple properties concurrently and adapting communication to each property’s brand.
- Strong attention to detail when handling rates, availability, policies, and guest information.
- Confident working in an environment where systems and processes are still being built or refined.
- Highly regarded: Experience with Sabre SynXis CRS (Amadeus acceptable); exposure to Genesys or Avaya is an advantage.
Work setup
- Manila (BGC, Taguig): Australian and New Zealand hours on a shifting work schedule between 2:00 AM – 9:00 PM PHT. Hybrid work arrangement, requiring onsite presence only once per month after the initial onboarding period.
