Experience Co is a leading adventure tourism operator, with operations across Australia and New Zealand.
In New Zealand, we're home to NZONE Skydive and Skydive Wanaka, while our Australian operations include Skydive Australia with 8 drop zones across the East Coast. With over 30 years of experience delivering unforgettable skydiving adventures, we're passionate about creating world-class experiences for thrill seekers from around the globe.
As a business, we empower our employees to do what they do best – deliver extraordinary experiences!
About the role
Based at our Queenstown shopfront, we have an exciting opportunity for a Mandarin-speaking Reservations Specialist to join our team, supporting both our Skydive New Zealand and Skydive Australia operations.
You'll be one of the first points of contact for our customers, managing bookings, answering enquiries, checking in guests and promoting our range of skydiving experiences. With a significant number of our customers and tourism partners speaking Mandarin, you'll use your fluency in both Mandarin and English to provide dedicated customer support, assist with translations and ensure clear and accurate communication.
You'll also work closely with our operational teams to coordinate bookings, keep customers informed of operational updates and help deliver an exceptional customer experience from booking through to their skydive.
This is a full-time permanent role. As we operate seven days a week, flexibility to work weekends, public holidays and extended hours during the peak summer season is essential.
Your responsibilities will include:
Supporting Mandarin-speaking customers and tourism partners, including translating information between English and Mandarin.
Managing bookings and enquiries across phone, email and face-to-face interactions.
Welcoming and checking in guests and conducting pre-departure briefings.
Promoting and upselling our skydiving experiences, packages and merchandise.
Communicating weather conditions and operational updates to customers.
Coordinating bookings and customer flow with operational and manifest teams.
Processing payments and maintaining accurate booking records across systems, including IBIS and Genesys.
Coordinating customer media packages and resolving customer enquiries or concerns.
Completing general administrative duties and supporting the wider team.
About You
You're a confident and customer-focused professional who enjoys working in a fast-paced tourism environment. You have excellent communication skills, enjoy working with people and are comfortable promoting unique adventure tourism experiences.
You'll bring:
Fluency in both spoken and written Mandarin and English.
Experience in a customer service, administration or tour guide role where Mandarin communication was required.
Strong communication and interpersonal skills.
A genuine passion for delivering exceptional customer service.
Confidence in sales and identifying upselling opportunities.
Strong organisational skills, attention to detail and computer literacy.
The ability to work independently and collaboratively within a team.
Flexibility to work weekends and public holidays.
Benefits and perks
Employee benefit discount program so you can experience our products first-hand
Employee referral program
Reward and recognition programs
Employee assistance program (Sonder)
Training and study assistance provided
Career pathways developed to get you to the next level
Don’t miss out on joining a leading company that welcomes innovative ideas and is dedicated to providing quality services. If you are ready to escape the ordinary, apply now!
At Experience Co we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.