HOW DO YOU LOOK IN ORANGE? 

Stray is a New Zealand owned adventure travel operator, specialising in ‘off the beaten track’ adventure tour experiences across New Zealand, Australia and Southeast Asia. Our purpose is to ‘share our world, our people, our places, our culture and to be an energy for positive change’. 

We operate under a strong set of company values which drives our behaviours and our decisions. Through honouring our values Stray is able to achieve greater outcomes for our customers, our partners and our stakeholders.

• We have passion and sizzle: We love adventure travel and we love sharing what we do with the world. We bring a positive and supportive attitude to work every day. 

• We walk the walk: We do what we say we will do. We act with integrity and with honesty. Our team-mates and our customers can depend on us. 

• We make a difference: Every day, whether big or small we seek to make a difference for the better of our staff, our customers, our communities and our environments.

We are searching for a friendly and outgoing Chinese Customer Support Representative to join our Auckland-based China team in a full time position starting in Mid-September. This is a 7 months fixed term contract with a potential to renew.

Our Chinese Customer Support Representative is the primary liaison and point of contact between our Chinese Touring customers and Stray. They are responsible for all customer communications pre, during and post travel for travellers on Stray’s Chinese Tours.

They will assist with collecting all pre-departure information and processing bookings into Stray’s reservations system. The role will work closely with Stray’s Chinese Sales and Marketing team, as well as Stray’s Operations team to ensure tours operate as smoothly as possible. 

The candidate needs to be well organised, detail orientated, customer centric and an excellent communicator in both Mandarin and English (written and verbal).

Accountability

Reservations / Sales

• Assist with new customer enquiries, by providing timely, accurate and useful information that assists new customers with their purchase decision. 

• Delivers all communications in a professional manner and tone that represents the brand.

• Process all new bookings received from agents and direct customers into Stray’s reservations system

• Ensure all required information (personal/financial) is collected from the customer/agent to process the booking accurately and accordingly to company policy.

  
  

Customer Service

• Ensure all customers (inc agents and suppliers) are offered exceptional customer service using various communication platforms used by the company including phone, WeChat, email and face-to-face.

• Assist passengers with questions regarding their trip. Source accurate information and aim to respond as in a timely fashion.

• Assist resolving customer complaints, by liaising with your Manager and Operations on the most appropriate solution.

  
  

Operations Support

• Assist with pre-departure planning and communications to travel groups

• Support operations with group communications and pre-departure booking information or clarification

• Liaise with CN product suppliers to ensure all allocations are correctly booked

Skills and attributes required:

• Have a passion for experiential travel and a good knowledge of New Zealand’s geography, core destinations and attractions 

• Highly proficient in English and Mandarin (both written and verbal)

• Exceptional written and communication skills to effectively communicate with customers using an appropriate tone. 

• Be resourceful, highly organised and detail orientated

• Have a personable “happy to help” personality, with a positive can-do attitude

• Must be able to work on weekends

• Graduates are welcome to apply
  

How To Appy

Please send your cover letter & CV to Sawyer at [email protected] if you would like to join the dynamic Stray office team! Appliation email must be written in English.

Applicants must have the legal right to work in New Zealand to be considered for this position.