About us
Big Red Group is The Experience Network. We connect people with unforgettable experiences across New Zealand and Australia. Our 'Local Agent' ANZ team works with our own consumer brands as well as travel agents and reseller partners who sell those experiences. From our Queenstown office, we make sure every agent gets fast, friendly, expert support and is set up for success from sign up to first booking and beyond.
The role
This is a 4.5-month fixed-term contract covering our busy summer season, with the opportunity of an ongoing role for the right person. You’ll be our agents’ first point of contact. Agents call or email about a booking, an account or a tricky question, and you sort it out. You’ll also turn qualified leads into confirmed bookings and help with bigger opportunities like group bookings.
You’ll work alongside other Agent Support Consultants. You’ll report to the Team Lead, Commercial Operations, and work closely with our Local Agent Coordinators.
Some of the thing that you’ll be doing
Handling agent phone calls, emails and cases on the roster, and processing bookings and reservations accurately
Converting qualified leads into confirmed bookings, and supporting the Team Lead on complex and group bookings
Setting up and maintaining agent accounts and users in our booking systems and Salesforce
Helping agents with account, commission, access and invoicing queries
Processing urgent refunds and cancellations
Sending welcome packs and agreements, and chasing outstanding paperwork
Making outbound calls to re-engage agents who haven’t booked in a while
Visiting local agents in Queenstown for training and sales calls
Helping manage and distribute marketing and point-of-sale collateral
Doing product and system admin, like date blockouts and booking management for key suppliers
About you
You have experience in reservations, sales support, a contact centre, or travel/tourism customer service
You’re confident on the phone and clear in writing
You’re comfortable with CRM and reservations systems (Salesforce experience is a plus)
You can switch between different tasks and stay accurate
You know when to fix something yourself and when to pass it on
You’re happy to work a roster of 8-hour shifts between 8am and 8pm, across a 7 day a week operation.
Why you’ll enjoy it
Working from our Queenstown office
Plenty of variety, from bookings and account set-up to agent visits and marketing collateral
A structured induction, plus support from the team as you learn our systems
A chance to work in the experiences and travel industry, with real impact on agent bookings
Access to industry rates & opportunities to experiences tours.