Customer Support Agent

**Job no**: 526383
**Brand**: Leisure*
**Work type**: Full time
**Location**: Queensland
**Categories**: Operations & Professional Services, Leisure Travel & Retail

**Join Our Team as a Customer Support Agent**

Provide exceptional support that leaves a lasting impression, turning every customer interaction into a memorable experience. As a vital member our team, you’ll work closely with the Customer Support Manager playing a key role in shaping the success from the ground up.
- 3+ years experience in customer service
- Proficiency in using customer support software, CRMs and ticketing systems
- Excellent communication skills - both written and verbal
- Strong problem solving skills and attention to detail
- Experience in the travel industry preferred but not required

**Your Day to Day**:

- Provide clear, accurate and timely information
- Escalate complaints and complex issues when required to the Team Leader for resolution
- Maintain detailed and accurate records of customer interactions in the appropriate CRM systems
- Liaise with internal and external stakeholders to address and resolve escalated customer issues, ensuring timely resolutions
- Work with FCTG brands on handover of queries as required
- Utilise new technologies and AI to establish a new way to service customers and build consistency
- Adhere to set performance goals
- Analyse customer feedback and identify opportunities to enhance programs and systems- Contribute to the initial setup and testing of support centre processes, systems, and tools- Support the refinement of workflows and documentation based on learnings and feedback

**What you'll Enjoy**:

- ️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd

Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability

Development: Individualised Learning & Development pathway options

Access to ' Learning' for ongoing skills development: over 24,500 courses in over 20 languages

Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more

Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more

Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within

Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym

Mental Health: Support and Employee Assistance Program for staff and family

Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Bangkok in 2026)

Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave

Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
- Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes._

LI-LH2#LI-Onsite

**Applications close**: