Customer Retention Specialist

2 months ago

Bondi Junction, Australia The Travel Corporation AU Full time

**The Role**:
In this role you will provide dynamic and ongoing support of product, system, business policy and process to the Contact Centre and other business stakeholders for the TTC Touring Brands (Contiki, Costsaver, Trafalgar, Insight and Luxury Gold) with all aspects of Retention.

This role is vital to the success of the team therefore strong communication, administration, analytical and problem-solving skills as well as a sales focused approach to this critical area to this area of the business.

Retaining and servicing the needs of clients by promoting cross selling and upselling opportunities and ensuring that revenue is retained within the brands is key to this role.

**Key Responsibilities**:

- Working collaboratively to develop and implement strategies that increase retention rates.
- Communicating with Trade partners to manage withdrawn departures, alternatives and cost control strategies.
- Be aware of Yield Management trends and work with Yield Managers daily to manage withdrawn departures and yield measures.
- Update the Cancelled Tours database with relevant data within service standards
- Reschedule and manipulate air bookings.
- Recording all communication/documentation regarding incurred costs to the Brand for cancelled tours/hotels/extras, etc.
- Processing third party expenses and claims.

You will be:

- A team player that pro-actively demonstrates and practices teamwork.
- Confident with conflict resolution and negotiation skills.
- Self-motivated.
- Enthusiastic and motivated.
- Have excellent research skills.
- Be results focused with a strong attention to detail.

**Benefits**:

- Generous staff travel discounts for family and friends.
- Hybrid work arrangements.
- Attractive remuneration package.
- 12 weeks paid parental leave for eligible employees.
- 2 days paid leave per year for volunteer opportunities of your choice.
- 2 Team engagement days.
- 2 weeks work from anywhere.
- Employee Assistance Program.
- And finally, the joy of being surrounded by likeminded people who are passionate about travel and just a fun, engaging and energetic culture.

As the tourism rebound continues in Australia and New Zealand, we’ve never been more passionate about our next discovery.

**_The Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you_

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