Travel Customer Support Specialist

Job Summary

Join Kopp Travels in Hamilton, Waikato as a Travel Customer Support Specialist. Provide end‑to‑end assistance to clients throughout their journey, from booking to return, in a dynamic hospitality environment.

Key Responsibilities

• Respond promptly and professionally to client enquiries via email, phone and messaging platforms.
• Assist with travel bookings, amendments, cancellations and special requests, ensuring accuracy and compliance with company policies.
• Maintain up‑to‑date client records in the reservation system and track itinerary changes.
• Provide travel advice, destination information and problem‑solving support during trips.
• Escalate complex issues to senior staff while keeping the client informed.
• Collaborate with suppliers, airlines and accommodation partners to secure best rates and resolve service disruptions.
• Monitor and report on service metrics, contributing to continuous improvement initiatives.

Required Skills & Experience

• Excellent communication skills – clear, courteous and solution‑focused.
• Strong attention to detail and ability to manage multiple bookings simultaneously.
• Passion for travel and a genuine desire to enhance customer experiences.
• Proficiency with reservation software, Microsoft Office and common messaging tools.
• Ability to work flexible hours, including occasional evenings or weekends to meet client needs.
• Previous experience in hospitality, tourism or customer service is preferred.

What We Offer

• Opportunity to work with a global travel brand based in Hamilton.
• Supportive team environment with training and career development.
• Competitive remuneration package (salary to be discussed).

Frequently Asked Questions

What type of work schedule is expected for this role?

The position is full‑time and may require flexible hours, including occasional evenings or weekends, to match client travel schedules.

Do I need previous travel industry experience?

While prior experience in hospitality, tourism or customer service is preferred, a strong passion for travel and excellent communication skills are essential.

Is the salary fixed or negotiable?

Salary details will be discussed during the interview process and are competitive within the Hamilton market.