Customer Support Consultant

Position : Customer Support Consultant – Global Touring

Reporting to : Customer Sales Team Leader

Location : Brisbane, Australia

Contract : Permanent, Full Time

The Global Touring team inspires people through life-changing travel experiences. We're a group touring company, and through our brands, we are constantly developing our product range, driving growth in our key markets (Australia, New Zealand & North America), innovating our product delivery, and ensuring we deliver a first-class customer experience unique to each brand. Don't worry if you can't find Global Touring when you search – this is our internal brand, externally we only use our customer-facing brands.

Topdeck and Back-Roads may serve very different customers, however, our 'one best way' approach is consistent and effective in supporting the specific strategy and activity for each brand. At Global Touring, each team member works across both brands with equal commitment.

We're looking for someone to join the team that aligns perfectly with our brand and values... if this sounds like you, then keep reading

Position Overview

The Global Touring Customer Service Team is responsible for delivering expert and unparalleled service to hundreds of thousands of explorers from across the globe. As a Customer Support Consultant, you will provide essential administrative support to our Trade and Direct Customers on the front line. This role will focus on Customer Support as the primary responsibility; however, during peak sale periods and campaigns, you may be required to assist sales consultants with making bookings and actively selling our products.

Key Responsibilities

• Accurately process payments from all customers
• Respond to email inquiries within the targeted time frame to adhere to a 24-hour turnaround
• Finalize all customer data and documentation 4–6 weeks prior to departure for Topdeck & Back-Roads
• Manage all communication channels as required (phone, email, chat)
• Assist with ad hoc reporting as directed by Team Leaders or the Customer Service Manager
• Collaborate with the Global Touring finance department to assist with finance reporting
• Provide general administrative support to the Global Touring Customer Service Teams

Experience & Role Requirements

• Exceptional customer service skills
• High attention to detail
• Excellent time management and organizational skills
• Professional written and verbal communication skills
• Knowledge of Topdeck & Back-Roads products

Key Behaviors

• A passion for all things travel-related
• Ability to think outside the box, be proactive, and use initiative
• Actively embody the Global Touring brands & values
• Must be a team player and demonstrate the virtues of Hungry, Humble & Smart
• Ability to work autonomously and proactively with minimal supervision
• Passion for travel and the Topdeck and Back-Roads product range

Sustainable Responsibilities

• Commitment to improving recycling processes within our offices
• Commitment to eliminating the use of single-use plastics in our offices
• Promote the use of reusable items such as Tupperware and water bottles in our offices
• Protect our company culture of openness and inclusivity

Global Touring Values

Our values aren't just words on a page. They're the backbone; the steering wheel; the soundtrack to how we embrace each day. Like a well-baked brownie, every ingredient combines to achieve the rich consistency fueling the soul of Global Touring.

Stay Curious

We are natural explorers. Our people question old solutions, apply alternative thinking, and embrace challenges in pursuit of outcomes. We're excited by the journey on and off the road – expanding our knowledge, adapting to feedback, and questioning the status quo. We value ideas over hierarchy, have the courage to take risks, and believe that perfection should not prevent growth.

Choose Transparency

We take the right way, not the easy way. We're honest even in tough conversations; tackling challenges with integrity. We honor commitments, communicate clearly, and build respectful relationships. We avoid hidden agendas, treating everyone fairly.

Don't Pass the Buck

If we do it, we do it well. We are empowered to make decisions based on data and experience, holding each other accountable. We own our mistakes and learn from challenges and successes alike.

Together We Go Further

Across oceans and office desks, our shared love for travel keeps us connected. We embrace diverse backgrounds, perspectives, and experiences, recognizing each other's strengths and championing collective genius.

Currently, we operate in a hybrid model with 3 days in the office and 2 days remote each week.

#J-18808-Ljbffr

---