Customer Support Specialist

About thl

thl is the world's largest campervan operator, providing unforgettable travel experiences across New Zealand and globally. Tourism Holdings Limited (thl) is New Zealand's leading tourism company and the world's largest provider of recreational vehicles. Our brands include maui, Apollo, Britz, Cheapa Camper, Hippie, Mighty Rentals, and more. We also design and manufacture motorhomes through Action Manufacturing and develop innovative digital solutions via thl Digital.

About the Role

This is a full-time, fixed-term Customer Support Specialist position based in Auckland. You'll play a critical role supporting guests currently on hire, ensuring they feel safe, supported, and confident throughout their journey.

This is a fast-paced, operational support role where you will provide real-time assistance to guests on the road, resolving issues efficiently and professionally. You'll handle a wide variety of situations, from vehicle troubleshooting to service disruptions, while balancing customer experience, safety, and business outcomes.

What You'll Do

• Provide real-time support to guests on hire across calls, messaging, and written communication
• Troubleshoot vehicle and service-related issues and guide guests through solutions
• Manage customer cases end-to-end, ensuring accurate documentation and follow-up
• Coordinate with branches, contractors, and suppliers to deliver timely outcomes
• Handle customer complaints professionally, with empathy and ownership
• Support insurance claims processing and maintain accurate system records

What We're Looking For

• Experience in customer service and complaint resolution
• Strong communication skills (phone and written)
• Ability to manage multiple cases in a fast-paced environment
• Strong problem-solving skills and attention to detail
• Confident using systems such as Outlook, Excel, and CRM platforms (D365 desirable)
• A proactive, resilient, and team-focused attitude

Working Hours

• Rotational roster between 7:00am – 10:00pm
• Includes weekends and public holidays (with reasonable notice)

Recruitment Intake (Batch Hiring)

We are hiring in multiple intakes throughout the year. The role is on seasonal contract till April 2027:

• 2 roles – Start 1 September 2026
• 2 roles – Start 6 October 2026
• 2 roles – Start 3 November 2026

Why Join thl?

• Be part of a high-performing operational support team
• Work in a dynamic environment where no two days are the same
• Opportunity to develop strong problem-solving, communication, and operational skills
• Play a key role in delivering exceptional guest experiences

Privacy

Your privacy is important to us. Our privacy policy explains how we collect, process, use, store and disclose your personal data, as well as your rights associated with that data. https://www.thlonline.com/privacy

Equal Opportunities

We are an equal opportunity employer and we aim to recruit a diverse range of people with a diverse range of talents to help us achieve our goals. Note that only selected candidates will be contacted.