Customer Experience Agents

Job Description

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.

• 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.

• Respond to guest enquiries related to availability, bookings, changes, and general service requests across multiple properties.
• Provide clear, professional support via phone, email, and chat, aligned with each brand’s service expectations.
• Convert enquiries into confirmed bookings while identifying opportunities to recommend upgrades, add‑ons, or alternative options.
• Resolve guest concerns with confidence and care, ensuring issues are followed through to completion.
• Accurately manage reservations using booking, property, and customer platforms.
• Maintain accuracy across rates, policies, guest details, and payment-related information.
• Work closely with internal teams to ensure guest information and requirements are clearly communicated.
• Meet agreed service, quality, and performance expectations in a fast‑paced environment.

• At least 3 years of prior experience in reservations, customer experience, or contact centre roles within the hospitality or accommodation sector.
• Willingness to work on a shifting work schedule, including weekends.
• Strong customer communication skills with a service‑driven yet commercially aware approach to bookings and enquiries.
• Comfortable handling high‑volume interactions across phone and written channels (email and chat).
• Excellent spoken and written English; prior exposure to Australian and New Zealand customers is an advantage.
• High attention to detail with confidence managing booking data, rates, policies, and transactional information.
• Highly preferred: Experience using Sabre SynXis central reservations systems and Aven Hospitality platforms, with exposure to Genesys voice solutions in a hospitality contact centre environment.

• 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.

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