Customer Service Specialist

About us

WebJet has been Australia and New Zealand's go-to for going places since 1998. From flights (domestic and international) to hotels, holiday packages, car hire, tours and travel insurance, we've got your whole trip handled. With more than 25 years of travel know-how built into every search, we're by your side for every flight, stay, experience, and ride. Our home base is Melbourne, but we work hybrid. Tuesdays and Wednesdays we're in the office together for collaboration, workshops and, yep, free food. We're a publicly listed company with big goals and an even bigger passion for travel. We're a high-performing, purpose-led team and we're on the lookout for like-minded people who share our ambition to make travel better, one journey at a time.

About you

You're curious, bold and always improving. You ask questions, explore possibilities and seek smarter ways. You lead with care, act with integrity and do what's right (even when it's hard). You're genuinely interested in travel and believe in the joy it brings. You want to be part of a growing, connected community that makes you look forward to showing up. Here are some key things we're looking for in our next Customer Service Specialist:

• You must have GDS experience (Galileo or Sabre or Amadeus).
• Demonstrated achievements in providing customers and stakeholders with an exceptional customer service experience including attentiveness and patience.
• Ability to engage in conversations with customers that quickly builds rapport and an understanding of customer needs
• Strong work ethic with the capability to work autonomously and as part of a team environment.
• Previous experience and success working within a customer service, sales or relevant position.
• High level of accuracy and attention to detail
• Ability to gather information utilising available technology and resources.

About this role

Our Customer Service Specialist's deliver excellent Customer Experiences through every case, call or chat resolved. Our team is a key contributor to the achievement of the organisation's objectives and continuously improve of the customer journey by effectively engaging with and providing professional customer contact to all customers, other agents and stakeholders.

At WebJet, being customer obsessed is more than just a philosophy—it's at the heart of everything we do, because we believe that exceptional service is the cornerstone of a memorable travel experience.

About the key responsibilities

• Respond and resolve inbound (Cases, Calls or Chats) from customer queries in a professional, customer centric and timely manner
• Manage customer enquiries and grievances in line with our customer centricity mode
• Accurately update records in Travel Service Aggregator (TSA) in respect to the customer's case
• Ensure that all customer and stakeholder feedback is recorded in support of our continuous improvement mission
• Make adhoc outbound calls to customers and suppliers following up on requests for resolution of customer queries
• Contribute to the performance of the team through collaboration and support of one another

About the perks

* A $250 Webjet gift card every year to put towards your own getaway

* Free travel insurance and discounts across flights, hotels, packages, and more

* Our legendary annual Hackathon — where ideas become products (within 12 months, no excuses)

* An events calendar packed with fun stuff — when we say we're social, we mean it

* Up to 12 weeks paid primary carer leave, plus 2 weeks secondary

* Option to buy extra week of annual leave for big trips or school holidays

Go Somewhere with Webjet

* LinkedIn

* Instagram

About the fine print

To join Webjet, you'll need full-time working rights in Australia and a National Police Check.

Recruiters — thanks, but we've got this one covered.