HomeAway is hiring a

Customer Service Representative

Auckland, New Zealand

Can you think on your feet? Work with a high level of service for business customers in a tier 2 role helping people enjoy time away with their friends and families. That is what we do here at Bookabach, a part of the HomeAway.com family.

Bookabach is New Zealand's largest and most loved holiday rental website. We've been helping kiwis escape to the bach - or someone else's - for over 15 years. Now, as part of the global HomeAway and Expedia businesses we've got a sizeable and growing inbound travel component to what we do.

An exciting opportunity has arisen at Bookabach for a Customer Service Representative  within our centrally located Auckland team to focus on delivering a world-class customer experience for our New Zealand based owners/property managers and travellers.

You'll spend your day as part of a small, friendly and enthusiastic CS team, providing email, phone and web-based assistance.  You'll be helping bach owners and property managers, who market through Bookabach to use our online system to manage their holiday rentals, as well as any travellers in need of assistance.

The position would be from 10am-6pm, Monday to Friday, with public holidays awarded. Effective customer casehandling and top-notch customer satisfaction will be a critical success criteria for this role and the Customer Service Representative will report directly to the Customer Service Manager for Bookabach, NZ.

Key Responsibilities:

  • Support owners and property managers by providing excellent service via phone and email contacts

  • Providing billing support to property managers, owners and travellers

  • Stay up-to-date on product changes in order to provide accurate and thorough support

  • Technical troubleshooting experience a must

  • Advocate for customer needs by suggesting customer experience improvements

  • Be a team player in a fun and dynamic workplace

  • Think outside the box and be proactive in workplace change

  • Adhere to and excel in productivity and quality levels in support of world-class service standards

  • Build positive rapport and communicate appropriately with different personality types

  • Ability to deal with a wide variety of customer situations with empathy and understanding

Skills Required:

  • 3+ Years of customer service experience, preferably in a contact center

  • Demonstrated experience with MS Office Suite and CRM systems required

  • Minimum typing skills of 45 wpm

  • Industry pluses: classified listings websites, travel websites, online advertising, or B2B websites

  • Questioning and listening skills that support effective communication

  • Ability to learn and use multiple systems to obtain information and problem-solve

  • Ability to build positive rapport, communicate effectively and control calls

  • Ability to adapt quickly to product and procedural change

  • Must be detail and service-orientated

  • Must be positive in their approach and possess a certain resilience that customer service may on occasion require

  • Moderate supervision needed; demonstrate initiative to handle more tasks independently

Location: Auckland

What you'll like about us:

Bookabach is a company that values our employees contributions.  Every member is an important part of our small and hard working team and is treated as such.  We strive for a balance between quality and quantity and this enables us to provide our clients with the best possible customer experience.  

Bookabach is able to offer the right candidate a world-class learning opportunity and exposure to global CS best practice, career opportunities within Bookabach and the wider HomeAway/Expedia group and excellent remuneration.

To apply for the role use the supplied link and we'll be in touch with you shortly. @Recruiters, although we value your efforts currently we're going to handle this one ourselves

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