Customer Support Consultant

Position:
Customer Support Consultant – Global Touring

Reporting to:
Customer Sales Team Leader

Location Base:
Brisbane, Australia

Contract:
Permanent, Full Time

The Global Touring team inspires people through life-changing travel experiences. We're a group touring company, and through our brands Topdeck Travel and Back-Roads Touring are ever developing our product range, driving growth in our key markets (Australia, New Zealand & North America), innovating our product delivery and ensuring we deliver a first-class customer experience that is unique to each brand. Don't worry if you can't find Global Touring when you search – this is our internal brand, externally we only use our customer facing brands.

Topdeck and Back-Roads may serve very different customers, however, our 'one best way' approach is consistent and effective in supporting the specific strategy and activity for each brand. At Global Touring, each team member works across both of our brands with equal commitment.

We're looking for someone to join the team that aligns perfectly with our brand and values... if this sounds like you then keep reading

Position Overview
The Global Touring Customer Service Team are responsible for delivering expert and unparallel service to hundreds of thousands of explores from across the globe. As a Customer Support Consultant, you will provide essential administrative support our Trade and Direct Customers on the front line. This role will focus on Customer Support as majority of the responsibility, however during peak sale period and campaigns, you may be required to assist the sales consultants with making bookings and actively selling out products.

K
ey Responsibilities

• Accurately process payments from all customers
• Respond to email enquiries within the targeted time frame to adhere to a 24-hour turn around.
• Finalize all customer data and customer documentation 4 – 6 weeks prior to departure for Topdeck & Back-Roads
• Effectively manage all communication channels as required (phone, email, chat)
• Assist with ADHOC reporting to given by Team Leaders or the Customer Service Manger
• Work closely with the Global Touring finance department to assist with ADHOC finance reporting
• Provide general administrative support to the Global Touring Customer Service Teams

Experience & Role Requirements

• Exceptional Customer Service Skills
• Elevated level of attention to detail
• Exceptional Time management and organisation skills
• Professional written and verbal communication skills
• Knowledge of Topdeck & Back-Roads products

Key behaviors

• A passion for all things travel related
• Ability to think outside the box, be proactive and use initiative
• Actively live the Global Touring Brands & Values
• Must be a team player and display the virtues of Hungry, Humble & Smart
• Ability to work autonomous & proactively with little direction
• Passion for travel and the Topdeck and Back-Roads product range

Responsible And Sustainable Responsibilities

• A commitment to improving recycling processes within our offices
• A commitment to stopping the use of all single-use plastic items in our offices.
• A commitment to promote the use of reusable items such as Tupperware and water bottles in our offices.
• A commitment to protect our company culture of openness to all people regardless of gender, age…

Global Touring Values
Our values aren't just words on a page. They're the backbone; the steering wheel;

the soundtrack to how we embrace each day. Like a well baked brownie, every ingredient

combines to achieve the rich consistency fueling the soul of Global Touring.

Stay Curious
We are natural born explorers. Our people question old solutions, apply alternative thinking and embrace being challenged in the search for outcomes. We're excited by the journey on and off the road – expanding our knowledge, adapting to feedback and questioning the status quo. Value ideas over hierarchy. Have the courage to take risks. Don't let perfection prevent growth.

Choose Transparency
We take the right way, not the easy way. We're straight up even through the toughest conversations; tackling challenges head-on and with integrity. Honour commitments. Communicate with clarity. And build relationships based on mutual respect. Forget hidden agendas, we treat everyone fairly – despite a preference for instant coffee.

Don't pass the buck
If we do it, we do it well. We are empowered to make decisions based on data and experience – holding each other accountable along the way. Spare the excuses. Be fearless in the pursuit of results. And take responsibility – even when no one's looking. There will be bumps in the road; that's ok. We own our mistakes and learn from the challenges as well as the successes.

Together we go further
Across oceans and office desks, it's more than a love for travel that keeps us connected.

There are no silos here; we are each other's toughest critics and loudest supporters – especially around the ping pong table. People with diverse backgrounds, different identities and varied experiences make our company exceptional. We embrace alternate perspectives, recognise each other's strengths and champion collective genius.

Right now, we're all working in head office and from home. We are currently working in a model of 3 days office-based and 2 days home/remote working per week.

Hungry for more?
Simply click apply, and send us your CV, and we'll be in touch shortly.

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