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Brisbane, Queensland, Australia Topdeck Travel Full timePosition: Customer Support Consultant – Global TouringReporting to: Customer Sales Team LeaderLocation: Brisbane, AustraliaContract: Permanent, Full TimeThe Global Touring team inspires people through life-changing travel experiences. We're a group touring company, and through our brands Topdeck Travel and Back-Roads Touring, we are continuously developing...
Customer Support Consultant
2 weeks ago
Position :Customer Support Consultant – Global Touring
Reporting to :Customer Sales Team Leader
Location :Brisbane, Australia
Contract :Permanent, Full Time
The Global Touring team inspires people through life-changing travel experiences.
We're a group touring company, and through our brands, we are constantly developing our product range, driving growth in our key markets (Australia, New Zealand & North America), innovating our product delivery, and ensuring we deliver a first-class customer experience unique to each brand.
Don't worry if you can't find Global Touring when you search – this is our internal brand, externally we only use our customer-facing brands.
Topdeck and Back-Roads may serve very different customers, however, our 'one best way' approach is consistent and effective in supporting the specific strategy and activity for each brand.
At Global Touring, each team member works across both brands with equal commitment.
We're looking for someone to join the team that aligns perfectly with our brand and values... if this sounds like you, then keep reading
Position Overview
The Global Touring Customer Service Team is responsible for delivering expert and unparalleled service to hundreds of thousands of explorers from across the globe.
As a Customer Support Consultant, you will provide essential administrative support to our Trade and Direct Customers on the front line.
This role will focus on Customer Support as the primary responsibility; however, during peak sale periods and campaigns, you may be required to assist sales consultants with making bookings and actively selling our products.
Key Responsibilities
Accurately process payments from all customers
Respond to email inquiries within the targeted time frame to adhere to a 24-hour turnaround
Finalize all customer data and documentation 4–6 weeks prior to departure for Topdeck & Back-Roads
Manage all communication channels as required (phone, email, chat)
Assist with ad hoc reporting as directed by Team Leaders or the Customer Service Manager
Collaborate with the Global Touring finance department to assist with finance reporting
Provide general administrative support to the Global Touring Customer Service Teams
Experience & Role Requirements
Exceptional customer service skills
High attention to detail
Excellent time management and organizational skills
Professional written and verbal communication skills
Knowledge of Topdeck & Back-Roads products
Key Behaviors
A passion for all things travel-related
Ability to think outside the box, be proactive, and use initiative
Actively embody the Global Touring brands & values
Must be a team player and demonstrate the virtues of Hungry, Humble & Smart
Ability to work autonomously and proactively with minimal supervision
Passion for travel and the Topdeck and Back-Roads product range
Sustainable Responsibilities
Commitment to improving recycling processes within our offices
Commitment to eliminating the use of single-use plastics in our offices
Promote the use of reusable items such as Tupperware and water bottles in our offices
Protect our company culture of openness and inclusivity
Global Touring Values
Our values aren't just words on a page.
They're the backbone; the steering wheel; the soundtrack to how we embrace each day.
Like a well-baked brownie, every ingredient combines to achieve the rich consistency fueling the soul of Global Touring.
Stay Curious
We are natural explorers.
Our people question old solutions, apply alternative thinking, and embrace challenges in pursuit of outcomes.
We're excited by the journey on and off the road – expanding our knowledge, adapting to feedback, and questioning the status quo.
We value ideas over hierarchy, have the courage to take risks, and believe that perfection should not prevent growth.
Choose Transparency
We take the right way, not the easy way.
We're honest even in tough conversations; tackling challenges with integrity.
We honor commitments, communicate clearly, and build respectful relationships.
We avoid hidden agendas, treating everyone fairly.
Don't Pass the Buck
If we do it, we do it well.
We are empowered to make decisions based on data and experience, holding each other accountable.
We own our mistakes and learn from challenges and successes alike.
Together We Go Further
Across oceans and office desks, our shared love for travel keeps us connected.
We embrace diverse backgrounds, perspectives, and experiences, recognizing each other's strengths and championing collective genius.
Currently, we operate in a hybrid model with 3 days in the office and 2 days remote each week.
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