Travel Industry Customer Retention Expert

18 hours ago

Gold Coast, Queensland, Australia beBeeCustomer Full time $100,000 - $140,000

Customer Complaint Resolution Specialist Role

**Job Overview:**

This role involves managing customer complaints and offering support to internal stakeholders through guidance and mentoring. It oversees the complaint process and assists front-line agents while aiming to retain customers and safeguard our reputation, with a focus on minimizing revenue loss.

**Key Responsibilities Include:**

  • Maintain professional, honest, and personable communications with customers
  • Keep the customer experience front of mind
  • Advocate for customer retention with stakeholders while confidently defending when appropriate
  • Provide fair and considered written and verbal responses
  • Genuinely seek to understand our customers' perspectives

**Additional Tasks:**

  • Ensure consistent and accurate record keeping
  • Conduct thorough investigations within set deadlines
  • Provide a balanced assessment of risk
  • Promote commercial outcomes where appropriate
  • Use available resources and financial and travel industry knowledge to resolve matters

**Stakeholder Engagement is Crucial:**

  • Foster and nurture both internal and external stakeholder relationships through effective communication
  • Manage conflicting expectations and agendas skillfully
  • Engage professionally and respectfully with external suppliers
  • Adopt long-term diplomatic approaches
  • Defend matters in lower courts as representative

**Continuous Improvement is Key:**

  • Identify potential shortfalls in policy/process that could impact customer experience and/or attract attention of external regulators
  • Commit to ongoing training and empowerment of retail consultants to proactively address compliance

**Requirements:**

  • Minimum 5 years in the travel industry, preferably in a customer service role
  • Proven record of managing customer complaints (desirable)
  • Demonstrated experience in making and justifying commercial decisions
  • Relevant qualifications in travel or customer service (preferred but not essential)

**Awesome Perks:**

  • Ongoing brain power-ups and skill sharpening, plus occasional escapes to bucket list destinations
  • Catapult your career across a network of businesses in an evolving industry
  • Access to industry leading health and well-being programs and financial advisors

**Work Environment:**

  • Set up shop in a swanky office with a golden ticket to public transport and parking perks
  • Enjoy social events to promote networking, celebration of wins, and sometimes just for fun
  • Take volunteer leave as part of giving back to the local community

**What We Offer:

Our team kindly requests no unsolicited resumes or approaches from Recruitment Agencies.

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