Customer Service Agent - Tours

Here at Luxury Escapes, our mission is to delight our customers with incredible deals for the world's best holidays.

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

Awarded one of the best places to work multiple times our employee experience is king here, with lunches provided 5 days a week, an onsite gym with state of the art change facilities, weekly events, monthly recognition programs, the opportunity to experience the travel we offer and significant professional development opportunities, we do what we can to make you look forward to waking up every day!

We are seeking an experienced full time Customer Service Agent to join our exceptionally talented team in Melbourne.

Our Customer Service Agents within Tours are responsible for providing an exceptional experience for all Luxury Escapes Tours customers, by providing superior levels of customer service whilst handling a high volume of emails and phone enquiries resolving customer issues ensuring we deliver an unforgettable experience!

You will be responsible for:

• Delivering an exceptional experience for all Tours customers, actively promoting Luxury Escapes products with a view of retaining customers and increasing overall margin opportunities.
• Addressing customer feedback and resolve customer complaints utilising stakeholders and other departments to ensure commitments are followed through to resolution. 
• Answering multiple Tours enquiries promptly, competently, and professionally via various communication channels.
• Maintaining good and up to date knowledge of LE Tour & Trusted Partner campaigns, product benefits (inclusions, group sizing) as well as LE products, packaging, and pricing.
• Fostering strong working relationships with Commercial and Campaign Operations team members to ensure pre-sale and post-sale customer journey is consistent and delivered with a high standard. 
• Managing various post sale processes with all customer contact accurately captured and recorded. 
• Achieving quality and productivity KPIs and ensure tasks are delivered within SLA and in line with business objectives.

What we are looking for:

• You will have exceptional verbal and written communication skills, attention to detail, excellent customer service skills including conversation control, written etiquette, handling multiple conversations at once, queue management.
• High level of initiative and problem-solving skills.
• Previous experience in the Travel Industry, ideally tours - either customer support/bookings or front office.
• Ability to build customer loyalty by providing an exceptional level of customer service and satisfaction.
• Ability to develop strong relationships with internal and external stakeholders.
• Previous experience in the Travel Industry, ideally tours - either customer support/bookings or front office.
• Sound understanding of the end-to-end travel sales process.

What's in it for you?

• Base salary of $67,500 + super + incentives.
• First class health and well-being program including onsite yoga, meditation, onsite gym, daily breakfast, lunches 5 days a week, fruit and an exceptional EAP offered.
• Access to experience the travel we sell via famil trips.
• Fun & flexible working environment - Friday afternoon onsite gatherings (wine included!), monthly celebrations and recognition programs.

If this sounds like you and you feel you have the skills and experience to meet the requirements of the role, please apply online today!

Please only apply if you are based in Melbourne and have full working rights in Australia.

At Luxury Escapes we embrace diversity in our people and make hiring decisions based on experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview process. 

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.