Customer Experience Agent

ABOUT US

Hampshire Property Group is a family-owned business, established in 2006, with a strong presence across Australia and New Zealand in land lease living, holiday parks, and communities. We are committed to creating vibrant, community-focused environments where people can live well and explore more of what matters.

Our success is built on shared values that guide how we work every day:

Respect, Accountability, Collaboration, Innovation, Quality, and Customer Focus.

We’re proud of our team culture and remain committed to supporting our people to thrive and grow.

ABOUT THE ROLE

This is a unique opportunity to join Hampshire Property Group at an exciting stage as we build our new Customer Experience Centre supporting our New Zealand and Australia portfolio.

As a Customer Experience Agent within our Central Reservations team, you’ll play a key role in shaping how guest service and reservations support are delivered as properties progressively transition into the centralised model over time. From systems and processes to customer experience standards, you’ll be part of building a high-performing, customer-focused operation from the ground up.

Operating within a fast-paced, multi-channel environment, you will manage guest enquiries and reservations across phone, email, and digital channels while maximising conversion through upselling and cross-selling opportunities. Whether your background is in accommodation reservations, a contact centre, or ideally a combination of both, you'll use your customer service expertise to deliver a seamless, high-quality guest experience from first enquiry through to booking.

This is a fully remote role supporting operations across New Zealand and Australia.

Important: This role operates on a rotating roster across seven days, with coverage required between 6am and 11pm. While we welcome candidates with a preference for morning, daytime or evening shifts, availability across all seven days, including weekends, is essential, along with flexibility to work across a broad portion of these hours.

WHAT YOU’LL BE DOING

• Manage end-to-end guest reservations across a multi-property portfolio
• Handle high volumes of enquiries via phone, email, and chat
• Convert enquiries into bookings through confident sales and service
• Identify and act on upsell and cross-sell opportunities
• Resolve guest issues and complaints with professionalism and care
• Accurately manage bookings, rates, payments, and guest data
• Work across systems including CRS, PMS, CRM, and voice platforms
• Collaborate with internal teams to ensure a seamless guest journey
• Maintain brand standards, compliance, and service excellence at all times

WHAT YOU’LL BRING

• 3–5+ years' experience in accommodation reservations, a contact centre, or a similar customer-focused environment
• Experience in either accommodation reservations or a contact centre is essential. Experience across both is highly regarded.
• Strong sales capability with proven success in conversion, upselling and cross-selling
• Experience using CRS/PMS platforms (e.g. SynXis, RMS, Opera, Cloudbeds or similar) is advantageous, or the ability to quickly learn new systems
• Exceptional communication skills across phone and digital channels
• Proven ability to manage high-volume, multi-channel workloads
• Strong attention to detail and accuracy under pressure
• Experience handling complaints and delivering effective service recovery
• Confidence working with multiple systems and technologies simultaneously
• A polished, professional approach suited to premium guest interactions

WHY WORK WITH US?

At Hampshire Property Group, you’ll be joining a trusted, family-owned and operated business that values its people as much as its customers.

As part of our Shared Services team, you’ll benefit from:

• A fully remote working environment designed for flexibility and focus
• Company-provided IT equipment to set you up for success
• A collaborative and supportive team culture with a strong “one team” mindset
• A culture committee that drives connection, engagement, and fun
• Recognition and reward programs that celebrate great work
• The opportunity to support a diverse portfolio across Australia and New Zealand

HOW TO APPLY

If this sounds like your next opportunity, we’d love to hear from you.

Click ‘Apply Now’ to submit your CV.

We thank all applicants in advance for applying, however only successful applicants will be contacted for an interview.

Please note we do not accept unsolicited resumes from recruitment agencies.

Please note: Successful candidates will be required to complete a National Police Check as part of the pre-employment process.