Customer Service - Global Travel Company

Passionate about travel? Join an international travel company that's a global leader in its field!

International Volunteer HQ is the world's largest volunteer travel specialist. We help people from all over the world to join over 300 volunteering programs across 49 countries and give back through travel. Recent rapid growth means we're looking for additional service-oriented individuals to join our team of volunteer travel experts who make dreams come to life for the 15,000 individuals from all over the world who participate in our international volunteer programs each year.

IVHQ Program Managers are responsible for interactions with volunteers from the moment they complete their registration through to the completion of their travel. Program Managers become the single point of contact for each volunteer post-registration, supporting their preparations for the unique and exciting experience of an IVHQ volunteering trip abroad. Our volunteers come from over 100 countries around the world, in particular the US and Europe, so almost all our customer interactions are online or over the phone.

As well as looking after our volunteers, Program Managers also have responsibility for managing their own portfolio of volunteer programs, including ownership of the relationships with our local program operators. You’ll work closely with teams around the world to maintain program quality and performance, coordinate volunteer arrivals, and ensure our programs continue to deliver impact for both our volunteers and the local communities they support.

You’ll join a fast-moving, entrepreneurial, and multinational team with a fun, collaborative culture to help make a real difference across communities on a global scale. Employees benefit from free health and life insurance, plus a generous mobile phone subsidy. You'll also have the opportunity to visit some of our international programs and experience for yourself what it’s like to participate in one of our volunteer programs.

This is a permanent, full-time role based in our head office in New Plymouth.

IVHQ is committed to its policies of diversity and inclusion – for more details, see our website.

PLEASE NOTE THAT IVHQ WILL NOT SPONSOR WORK VISAS. PLEASE DO NOT APPLY IF YOU ARE NOT CURRENTLY AUTHORISED TO WORK IN NEW ZEALAND.

CORE RESPONSIBILITIES

Volunteer Management:

• Manage all communications with volunteers post-registration to maximise participation and retention of paid bookings.


• Hold regular group calls and be available for one on one or small groups calls and webinars as required.


• Enthuse about IVHQ’s supplementary products to upsell registered volunteers on insurance, flights, program upgrades and tourism packages.


• Resolve customer complaints in the best ways possible.

Program Management:

• Be the operational point of contact for local teams across a portfolio of programs/destinations.


• Support the continual improvement and development of programs through optimisation of product offering, website copy, and operational best practices.


• Manage program quality to maintain or exceed IVHQ’s performance standards through the assessment of volunteer feedback, identifying thematic issues, and coaching local teams through necessary improvements.

Travel

• International travel is a mandatory requirement of this role (typically an annual 2-week trip to experience, review and access programs in person).

PERFORMANCE OBJECTIVES

• Conversion rate from registration to participation


• Sales of add-ons (flights, insurance, tours & experiences)


• Volunteer feedback scores

YOU'LL BE A GREAT CANDIDATE FOR THIS ROLE IF YOU HAVE…

• Prior experience in customer service and sales both online and over the phone


• Strong accuracy, attention to detail, organisational skills, and ability to prioritise tasks


• An ability to think creatively, adapt quickly, and find solutions under pressure


• Excellent written and verbal communication skills


• Friendly, collaborative and can-do attitude


• Strong work ethic and proven ability to work independently and as part of an international team


• Smart problem-solving abilities, with experience in collaborating with multiple stakeholders to reach solutions


• An understanding and appreciation of cultural diversity, coupled with empathy for the personal challenges our volunteers may face


• Experience within the travel industry and/or overseas travel will be an advantage


• Additional languages beyond English are a benefit but not a requirement

ABOUT US

International Volunteer HQ is the world's largest volunteer travel specialist. Since 2007 we have empowered over 152,000 volunteers to make a difference abroad. We facilitate life-enriching travel experiences that enable individuals to give back to causes they care about, while exploring the amazing world around us. With over 300 projects in 49 countries, we offer the world’s largest range of volunteer abroad programs, and our fully-hosted experiences ensure you can volunteer abroad safely and with confidence. Our affordable fees enable people from all walks of life to come together and create positive social, environmental and personal transformation through travel. For more information, visit www.volunteerhq.org.

Our Intern Abroad HQ division enables students and young professionals from all walks of life to advance their dream career through meaningful international work experience. With over 290 internship programs across 25 countries, we facilitate both in-country and remote applied learning that deepens expertise, enhances cultural intelligence, and accelerates professional development. For more information, visit www.internhq.com.

Our head office is in New Plymouth, with additional offices in Auckland, the United States, and Argentina. IVHQ is a certified B Corporation and our NZ business operations have been carbon neutral since 2016.