Flights Support Agent

5 days ago

Southbank, Australia Luxury Escapes Full time

Here at Luxury Escapes, our mission is to create the world’s most loved travel experiences.

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

Awarded one of the best places to work multiple times, our employee experience is king here, with lunches provided 5 days a week, an onsite gym with state of the art change facilities, weekly events, monthly recognition programs, the opportunity to experience the travel we offer and significant professional development opportunities, we do what we can to make you look forward to waking up every day This is a call centre role like no other

We are seeking a **Flights Support Agent**to join our Flights team in Melbourne.

With previous experience of using a GDS and strong attention to detail when it comes to data entry, you will be responsible for ensuring all our systems are up to date at all times.

**You will be responsible for**:

- Responding to customer flight enquiries on date change, schedule change, name change, refunds, cancellation, and airline credit.
- Ensuring that quality and productivity KPIs are achieved in line with business objectives.
- Processing refunds via Amadeus and third-party suppliers (Consolidators)
- Issuing and reissuing e-tickets via Amadeus and Consolidators.
- Managing Amadeus queues.
- Providing our customers with an exceptional premium experience.
- Resolving customer complaints and issues within specified time frames or referring to the correct department to ensure commitments are followed through to resolution.

**What we are looking for**:

- Experience in working with Sabre advance reservation, ticketing, and fares.
- Experience in working for a travel agency or airline - Customer Service/Ticketing.
- Genesys and Salesforce experience is desired but not essential.
- Excellent communication, listening and time management skills.
- A high level of attention to detail.
- Learning Agile - You are a self-starter who learns technology and processes quickly.
- Advanced problem solving abilities
- Flexibility - this role would suit someone who is flexible to work between 7.00 am and 10.00 pm AEST, Monday to Sunday.

**What's in it for you?**
- Flexible hours from 7am - 10pm, 7 days a week
- Competitive remuneration package
- First class health and well-being program including onsite yoga, meditation, onsite gym, daily breakfast, lunches 5 days a week, fruit and an exceptional EAP offered.
- Access to experience the travel we sell via famil trips
- Fun & flexible working environment - Lunches provided, Friday afternoon onsite gatherings (wine included), monthly celebrations and recognition programs.
- At Luxury Escapes we embrace diversity in our people and make hiring decisions based on experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview process._

**We are a 2025 Circle Back Initiative Employer - we commit to respond to every applicant.

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