Customer Success Representative

Corporate Traveller
is the only travel management corporation in Australia dedicated to SME businesses. Part of the corporate division of the Flight Centre Travel Group (FCTG), Corporate Traveller is one of FCTG's most successful brands, globally. Our mission is to dominate the SME market, making the end to end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision-makers, travellers and bookers. We provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family.

About The Opportunity
The purpose of the Customer Success Team is to drive customer retention and advocacy across the largest subsection of the business' customers.

As a Customer Success Representative (CSR) you will work closely with our Travel Managers and Customer Success Team to deliver value to customers by managing their inbound requests for Customer Success tasks including, but not limited to reporting, supplier negotiations, technical and non-technical program optimisation and identifying opportunities for growth through business reviews. The CSR will deliver a schedule of outbound customer activities as determined by agreed customer segmentation.

Productivity gains will be maximised by using best in market sales technology and automated solutions to optimise performance for both the business and the customer.

The CSRs' superior customer service and support will drive an increase in customer advocacy by creating referrals for the business and has a direct impact on increasing our CSAT and NPS scores.

This full time role to cover parental leave for an initial 6 months, can be based in Sydney, Perth, Brisbane or Adelaide.

What you will be doing:

• Respond to inbound enquiries from staff about customer-related tasks
• Provide customer facing reporting and insights as required
• Provide hotel rate loading assistance
• First level support for maintenance and support cases including some technical system optimisation
• Make recommendations for improvement in Customer Success practices
• Share areas of opportunity with the Customer Success team to promote growth of share of wallet, increase product and service sales or to increase revenue
• Manage communication via a case management system
• Utilise CRM systems (Salesforce) to document activities

What you will need:

• Travel industry/TMC experience preferred but not essential
• Minimum 1 year of experience in a customer service-based role
• Salesforce experience
• M365 Product Suite experience
• PowerBI experience
• Previous FCTG corporate experience with exposure to Lumina/Serko systems is desirable

What you'll enjoy:

• Culture: You will be employed by a company that takes pride in their employees and 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. This includes Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability, regardless of age, race, gender, gender identity or expression, sexual orientation, or veteran status
• Development: Access to 'LinkedIn Learning' for ongoing skills development - over 24,500 courses in over 20 languages
• Exclusive Staff Discounts: accessible via our employee-only portal with 500+ of Australia's leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
• We Love to Travel: generous discounts, including family and friends, on flights, hotels, tours, cruises, travel insurance, attractions and more
• Flexibility: Monday to Friday week, business hours with flexible options
• 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
• Social: regular awards nights, social team building and industry events, with the opportunity to attend global conferences (Los Angeles 2025, Bangkok 2026)
• 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

Please note: applications can only be considered by candidates who are based, and have the right to work, in Australia without restriction or requiring visa sponsorship. Remote working options are not available for this position.

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.