Customer Service Agent - Luxury Travel Call Centre - Milton …, Brisbane

Are you passionate about delivering exceptional customer service? Do you thrive in fast-paced environments where every detail counts? Would you love to talk
- all things travel, all day, every day?

If so, we want YOU to be the of our Customer Support team!

About Imagine Cruising: We want to offer you more than just a holiday. That's why we created Imagine Cruising back in 2011- a chance to discover the world in a whole new way with the same level of service and expertise. We're going to be showcasing our fantastic, new holidays not only by destination but by the type of holiday. We specialise in creating competitively priced, unique holiday packages and events in cruise, rail and land holidays both domestically and internationally for discerning customers who seek the best. Additionally, we are currently working with a number of high profile celebrities on our exclusive holiday packages. See the video below of the kinds of things we do!

The Benefits: Great salary plus discretionary bonus, 20 days paid holiday plus your birthday off!

Discount travel rates for yourself, family and friends to help you achieve your travel goals.

Opportunities to attend exclusive domestic and international events.

Diverse, vibrant, and multicultural team.

Supportive team setting who love to laugh but get the job done.

Free and confidential Employee Assistance Program.

Learn, develop and grow in a fast paced and rapidly evolving industry with many opportunities to further your career!

Full-time, permanent position with shift flexibility.

Be part of a dynamic, supportive team.

Opportunity to make a real impact on our customers' travel experiences.

A competitive salary and growth opportunities within the company.

Travel agent perks + invites to special events

About the Role: We're currently expanding our team and are looking for an applicant for our Customer Support call centre. This role is a full-time role based in our Brisbane Office.

KEY RESPONSIBILITIES: Collaborate with cross-functional teams to ensure every customer request is handled accurately, efficiently and with genuine care.

Understanding customer needs by actively listening and providing tailored solutions to meet their expectations
- creating a memorable customer experience.

Delivering explicit information about our products, services, and company policies, empowering customers with the knowledge they need.

Addressing complaints and concerns with empathy and patience, striving to turn every interaction into a positive experience.

Troubleshooting issues by collaborating with internal teams, such as technical support and sales, to find effective resolutions.

Documenting interactions in our ITour system to maintain accurate records of customer enquiries, complaints, and resolutions. (Training will be provided for all customer service software systems used within the organisation).

Escalating complex issues to the appropriate department when necessary, ensuring that all customer concerns are addressed.

Meeting performance metrics, including call wait times and customer satisfaction scores, to continuously improve service quality. No sales targets!

Building relationships with suppliers and internal teams to enhance collaboration in resolving customer queries.

Contributing to a positive team environment, sharing insights and supporting colleagues to achieve shared goals.

What You Bring:

- 1+ years of customer service/contact centre experience** (bonus if you've worked in travel!)

- Excellent communication skills—both written and verbal.

- A cool, calm, and collected demeanour, especially in tricky situations.

- Proficiency with Microsoft Office and customer service software.

- A passion for making customers happy and a knack for exceeding expectations!

This is more than a job; it's a chance to turn a passion for customer care into an exciting and rewarding career.

** Company Overview**: About Imagine Cruising: We want to offer you more than just a holiday. That's why we created Imagine Cruising back in 2011- a chance to discover the world in a whole new way with the same level of service and expertise. We're going to be showcasing our fantastic, new holidays not only by destination but by the type of holiday. We specialise in creating competitively priced, unique holiday packages and events in cruise, rail and land holidays both domestically and internationally for discerning customers who seek the best. Additionally, we are currently working with a number of high profile celebrities on our exclusive holiday packages. See the video below of the kinds of things we do! Apply on Kit Job: kitjobau.com/job/3pubnk