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Customer Service Agent

2 weeks ago

Gold Coast, Queensland, Australia The Tour Collective Full time $60,000 - $80,000 per year

About Us

Sea World Cruises is part of 'The Tour Collective' group, the longest-running tourism and cruise company on the Gold Coast.

The award-winning team delivers a collection of world-class experiences, including Whale Watching, Dining Cruises, See Moreton (Mulgumpin), Arro Jet Boating and Hopo Gold Coast Ferry.

We exceed customer expectations, maintain immaculate vessels and attract talent to our fun dynamic company.

Our innovative business continues to grow with a fleet of 10 vessels and over 120 team members.

About the Role

We are currently seeking an experienced Reservations and Customer Service/Sales professional to become a valued part of our dynamic team.

The ideal candidate will have the following skills, experience and responsibilities:

  • 5+ years of experience in a fast-paced tourism, hotel or office environment
  • Proven ability to deliver exceptional customer service, primarily via phone / email and in-person
  • Skilled in providing expert administrative support to process and reconcile bookings, payments and sales accounts
  • Collaborate to provide valuable customer feedback for continuous improvement of experiences
  • Drive sales growth by understanding customer needs and preferences
  • Experience in logistics planning, such as scheduling bus pickups
  • Proficient in using various reservation systems, tools, and technologies
  • Ability to multitask and adapt to customer or business requirements
  • Strong attention to detail and time management skills
  • Ability to maintain a clean, tidy, and well-presented terminal environment
  • Proactive in helping to organise and prepare the terminal for daily operations
  • Responsive to staff requests and willing to assist across departments when required
  • Strong team worker with a positive attitude
  • Positive attitude towards continuous improvement and working efficiently
  • Demonstrates a strong work ethic and a "can-do" attitude
  • Willingness to work a 7-day rotating roster from 7am to 6pm

Duties include, but are not limited to:

  • Reservations and booking management with a high attention to detail
  • Provide professional and courteous customer service, addressing questions, concerns, and special requests
  • Communicate effectively with customers through phone, email and live chat, providing information about our experiences and addressing enquiries
  • Use software to manage reservations, process payments, and maintain accurate customer records e.g. Freshdesk
  • Assist with maintaining terminal presentation, including cleanliness and organisation
  • Support daily operational setup (TVs, sound system, signage, supplies)
  • Contribute to a supportive team environment and assist colleagues when required

About You

Are you passionate about delivering high-quality outcomes and the best experiences for customers?

We encourage you to apply if you have experience with this type of role, and the following:

  • Excellent verbal and written communication skills
  • Professional and efficient customer service skills
  • Experience in reservations, events or management of bookings
  • Proficiency in using reservation software
  • Familiarity with office software and cloud-based information systems e.g. Spreadsheets, Google Workspace etc.
  • Understanding of sales and a desire to secure bookings
  • Strong sense of pride in workplace presentation and organisation
  • Team player with a positive, helpful, and collaborative attitude
  • Willing to go above and beyond
  • Results driven and works well in a high performing team
  • Diploma or Degree (highly desirable)

Availability

As a busy tourism company, we need coverage 7-days a week, including during our busiest times e.g. school holidays, Christmas Day, New Year's Eve, all public holidays and evenings.  Successful candidates are offered a roster, which includes one weekend day per week.

Benefits

  • A rewarding work environment in the dynamic world of marine tourism
  • Career progression and training
  • Complimentary cruises and tickets
  • Opportunity to be part of a team that values exceptional customer experiences and the joy of adventure
  • 50% off food and beverage
  • Free parking at Sea World

If you are motivated to have a long-term rewarding career with a fun company, in an awesome location, we look forward to receiving your application. 

The recruitment process will start IMMEDIATELY, please do not hesitate to apply.

Check out our website

The Tour Collective is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.