Customer Care Agent

7 days ago

Roseville, New South Wales, Australia Scene to Believe Full time $45,000 - $60,000 per year

Company Overview

At Scene to Believe, we're Australia and New Zealand's top-tier event photography and experiences company, creating magical moments that families and students treasure forever. From Santa visits to milestone celebrations, our Experience Care Team ensures every interaction sparkles.

The Opportunity

At Scene to Believe, Christmas is our busiest and most magical time of year — and our Experience Care Team is at the heart of it all. We're looking for an Experience Care Escalation Specialist to help us spread joy by turning tricky customer challenges into seamless, feel-good experiences.

In this role, you'll be the go-to problem solver for escalated cases, working with empathy, care, and a sprinkle of festive spirit. You'll collaborate with our wider team to find solutions, improve processes, and ensure every customer walks away with a smile.

If you're calm under pressure, love finding solutions, and want to make Christmas and Graduations truly magical across Australia and New Zealand, this role is for you

As part of the Magic Desk, you'll play a key role in ensuring every Santa visitor and student enjoys a seamless, joy-filled experience. You will:

Unwrap tricky situations and deliver timely, thoughtful solutions for our Santa visitors and Graduation students

Spread cheer through clear, empathetic, and professional communication

Team up with other departments to resolve escalations smoothly

Keep track of cases, feedback, and trends to help us make the magic even better next season

Support and guide fellow team members when they need an extra helping hand

Work hours/days

This is a casual seasonal role from October to December 2025, with the possibility of extending into January 2026. Hours will vary throughout the season, with more shifts available during busy periods. The role involves shift work and weekends. We're looking for people who can bring flexibility and reliability, and who enjoy working as part of a fun, fast-paced team during the busy holiday season.

Experience

  • Previous experience in customer care, support, or escalation roles
  • Skilled in resolving complex issues with calm and efficiency
  • Comfortable working in a fast-paced, seasonal environment
  • Familiarity with CRM systems or ticketing platforms (helpful but not essential)
  • Working With Children Check (WWC) or ability to attain one (must have prior to commencing the role)
  • Experience collaborating with multiple teams to find solutions

Our Values, your Qualities & Traits

We are a team

Team player at Santa's Magic Desk – always ready to step in, support teammates, and help deliver magical moments together.

We are people-first & led by care

Warm and empathetic – acts with care, ensuring every Santa visitor and Graduation student feels heard, valued, and wrapped in kindness.

We are led by care

Spreads calm and joy – handles tricky moments with patience, turning challenges into feel-good experiences.

We are driven by progress

Magic maker with a solutions focus – embraces challenges as chances to improve and make the next season even brighter.

We are playful with purpose

Playful with purpose – brings festive spirit, positivity, and creativity into every interaction, while keeping the focus on what matters.

We are obsessed with quality

Attention to detail – captures the little things that make a big difference, ensuring quality shines through every interaction.

We are all substance, no spin

Authentic and reliable – honest, clear, and dependable, building trust with Santa visitors, Graduation students and teammates alike.

How to Apply

If you're ready to join our team, please submit your resume and a cover letter outlining your relevant experience and skills.

Please note: You must have the right to live and work in Australia to apply for this position.

Scene to Believe is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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