Experienced Customer Support

Imagine a better way.Inspiring Vacations is opening a new world of travel possibilities. We are a multi-award-winning travel company creating unique and inspiring travel experiences for customers across the globe. We're an established, dynamic Australian-owned multinational technology-driven business with a passion for delivering outstanding service, with a company-wide commitment to a premium customer experience. 

We are seeking an experienced and dedicated team player to join our team as a Customer Success Specialist. This key role supports our mission to put the customer first and provide the optimal benchmark for customer service in travel. You'll deliver outstanding service by directly engaging with customers and identifying opportunities to enhance their experience and travel fulfillment.

This position will suit an experienced and passionate travel expert who enjoys answering questions, offering expert solutions, and providing top-tier support. You'll pride yourself on managing customer expectations clearly and staying organised to handle high volumes of email and phone inquiries. Throughout, you'll seek opportunities to continuously improve our already high standards of service.

Your key responsibilities will include:

• Deliver an outstanding customer experience when interacting directly with customers by providing knowledgeable, professional, and personable service via all mediums (phone, chat, email, video chat, events, in person or otherwise as required).
• Assist customers via phone and email to understand, manage and resolve medium to high complexity issues and complaints.
• Proactively contribute to, and deliver an outstanding customer experience every time in relation to the satisfactory fulfillment of travel by acting, and identifying opportunities to improve.
• Work collaboratively as a team, supporting and driving each other to deliver industry-leading service and to continually improve the service that we deliver.
• Liaise with third parties with regards to customer enquiries or bookings where necessary.

Key success criteria:

• Experience in a similar customer service role within the travel industry
• Solid understanding of international travel and/or travel industry products
• Excellent relationship/rapport builder with a knack for influencing outcomes
• Ability to work as part of a team but also independently, with strong initiative and organisational skills
• A creative and entrepreneurial approach to identifying opportunities and solving business problems
• Agility and resilience to work within a constantly evolving business environment
• Exceptional attention to detail, highly organised and able to balance competing and diverse priorities.
• Excellent communicator, with an ability to manage expectations
• Ability to work full-time flexibly on a 7 day roster
• Full Australian working rights

What's it in for you? 

In return for your commitment, you'll enjoy our multi-award-winning flexible work culture and benefits. We've been awarded #1 Best Place to Work by Australian Financial Review in 2023 and 2024 based on our commitment to creating a work culture where you can thrive.

You'll be part of a motivated team with supportive leadership and benefits that are actively shaped based on feedback. We know our success is fueled by our team so we want you to thrive in an environment with tools, support, and opportunities to succeed. You'll also enjoy:

• Flexible Work options: Hybrid WFH, flexible patterns and hours, Work From Anywhere and plenty of flexible leave arrangements.
• Annual Vacation Benefit: Enjoy a free trip each year plus extra paid leave to recharge, plus you can bring a companion on many of our tours - or enjoy generous discounts for you and your friends/family if you take more than one
• Career growth: Access professional development opportunities including annual training allowances and progression planning.
• Collaborative team: Work with motivated colleagues in a high-energy environment with regular team events and fun social activities.

To submit an application: Please submit a resume and cover letter including a short paragraph about what a positive work culture means to you (it's important to us). You can apply via the Seek portal or our careers website directly. 

If you are shortlisted for the role, we will contact you via to arrange a telephone discussion. Please do not respond to any suspicious emails requesting you to provide or upload your personal details, identification, or bank or credit card details.

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