Reservations and Customer Service Agent

7 days ago

Cairns, Queensland, Australia GBR Tours Full time $40,000 - $60,000 per year

About Us:

GBR Tours is an Australian family-owned and operated company and a leading Great Barrier Reef Tour Company in Cairns, Far North Queensland. We are renowned for providing exceptional scuba diving and snorkelling liveaboard hotel experiences on the Great Barrier Reef tours with our vessels Reef Experience and Reef Encounter. We also own and operate an Online Travel Agency through Hot Getaways. Hot Getaways Pty Ltd proudly develops high-quality, user-friendly websites that deliver your perfect holiday experience every time.

Position Purpose:

Join our team as a Reservations and Customer Service Agent and play a vital role in ensuring the smooth and efficient booking of all reservations. As a Reservations and Customer Service Agent, you will provide exceptional customer service, promote additional services, and seize upselling opportunities. Your goal will be to deliver an outstanding level of service to customers, ensuring they are booked on the right services/products for their needs. Additionally, you will collaborate with the operations team to ensure the seamless operation of all bookings.

Duties:

Reservations and Sales:

  • Efficiently manage passenger bookings and services, ensuring the smooth running of all tours.
  • Handle all aspects of reservations, including responding to emails, inquiries, bookings, quotes, and famil requests.
  • Promptly and courteously answer all calls, taking messages and passing them on accordingly.
  • Complete filing, typing, and cleaning tasks accurately and in a timely manner.
  • Professionally and courteously promote and upsell any current specials or discounts to customers.

Customer Service:

  • Provide customers with an exceptional standard of customer service, addressing inquiries and resolving complaints.
  • Assist customers with their travel requirements, creating itineraries and recommending suitable tours.
  • Recommend tours that align with our company ethos of being locally owned and consistently exceptional.

Qualifications and Skills:

  • Previous experience within the Cairns tourism industry and/or Cert III in Tourism
  • Good organisation and time management skills - a good multi-tasker
  • Attention to detail and accuracy
  • Excellent computer skills and tech-savvy (WordPress a Bonus)
  • Excellent communication skills with the ability to communicate confidently with a diverse range of people
  • Well-presented, enthusiastic, positive attitude, strong work ethic, and willingness to learn
  • Ability to work independently and as part of a team
  • Knowledge of Sydney and New South Wales would be a bonus, as we are developing websites in the area.

This is a casual position hours per week; must be available to work on weekends), with the possibility to go permanent for the right candidate. We plan to start training the successful candidate immediately. We are looking for a long-term staff member in this position, so please, no working holiday visa holders.

If you are passionate about delivering exceptional customer service and thrive in a dynamic and fast-paced environment, we would love to hear from you. Please submit your resume and cover letter to

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