Customer Support Consultant

3 days ago

Brisbane, Queensland, Australia Topdeck Travel Full time

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 Topdeck Travel and Back-Roads Touring, we are continuously developing our product range, driving growth in key markets (Australia, New Zealand & North America), innovating our product delivery, and ensuring we deliver a first-class customer experience that is unique to each brand. Note: Global Touring is our internal brand; externally, we only use our customer-facing brands.

While Topdeck and Back-Roads serve different customers, our 'one best way' approach supports the specific strategies of each brand. At Global Touring, each team member works across both brands with equal commitment.

We're looking for a team member who aligns with our brand and values. If this sounds like you, keep reading

Position Overview

The Global Touring Customer Service Team delivers expert service to hundreds of thousands of explorers worldwide. As a Customer Support Consultant, you will provide essential administrative support to our Trade and Direct Customers. During peak sale periods and campaigns, you may also assist sales consultants with bookings and actively selling products.

Key Responsibilities
  • Accurately process payments from all customers
  • Respond to email inquiries within 24 hours
  • Finalize customer data and documentation 4–6 weeks prior to departure for Topdeck & Back-Roads
  • Manage all communication channels (phone, email, chat)
  • Assist with ad hoc reporting as directed by Team Leaders or the Customer Service Manager
  • Collaborate with the finance department on finance reporting
  • Provide general administrative support to the 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 travel
  • Proactive, innovative thinking
  • Alignment with Global Touring Brands & Values
  • Team player embodying Hungry, Humble & Smart virtues
  • Ability to work autonomously
  • Passion for our products and services
Sustainable Responsibilities
  • Commitment to recycling and reducing single-use plastics
  • Promotion of reusable items in the office
  • Support for an inclusive and open company culture
Our Values

Our values guide our daily actions:

  • Stay Curious: Embrace exploration, challenge norms, and pursue growth.
  • Choose Transparency: Communicate openly, act with integrity, and respect commitments.
  • Don't Pass the Buck: Take ownership, be accountable, and learn from challenges.
  • Together We Go Further: Collaborate, value diverse perspectives, and support each other.

Currently, we operate a hybrid model: 3 days in-office and 2 days remote per week.

Hungry for more? Click apply and send us your CV. We look forward to hearing from you

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