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.

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 travel and delivering high-caliber support to international guests? Do you bring a calm, resourceful approach to problem-solving and operational logistics?

We are seeking an experienced Customer Experience Coordinator to join our team in Wānaka. In this pivotal position, you will play a crucial part in ensuring our international clients have an unforgettable experience in New Zealand. You will be trusted to ensure their itineraries run seamlessly, providing proactive operational support and expert resolution whenever travel plans shift.

This is a permanent full time, 40 hour per week position located in Wānaka. Please note that weekend and public holiday work is required.

Responsibilities

• Champion the customer experience: Serve as a trusted point of contact for international clients, responding to incoming calls and client queries with professionalism and warmth.
• Resolve travel disruptions: Apply sound judgement and quick problem solving to resolve real-time disruptions, turning unexpected delays into smooth, reassuring solutions.
• Coordinate logistics and bookings: Make reservations and review documentation with high accuracy, efficiency, and a strict attention to detail.
• Maintain quality standards: Go beyond basic service delivery to consistently uphold our high standard of guest experience.

What we're looking for

• Deep knowledge about and passion for New Zealand travel.
• Solid background in administration, logistics management, or customer-facing operations.
• Broad IT competencies.
• Exceptional communication and interpersonal skills with a genuine customer-centric approach.
• A clear, level-headed approach when managing time-sensitive situations or travel changes under pressure.
• 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.