Customer Success Specialist
We are seeking a Customer Success Specialist to drive customer retention and advocacy across our business.
This role will play a key part in ensuring customers receive exceptional service, leading to increased satisfaction and loyalty.
Main Responsibilities:
* Respond to inquiries from staff regarding customer-related tasks
* Provide customer-facing reporting and insights as needed
* Offer hotel rate loading assistance
* Provide first-level support for maintenance and support cases, including technical system optimization
* Making recommendations for improvement in Customer Success practices
* Sharing areas of opportunity with the Customer Success team to promote growth of share of wallet, increase product and service sales or revenue
* Manage communication via a case management system
* Utilize CRM systems (Salesforce) to document activities
About You:
* Travel industry experience is preferred but not essential
* A minimum of 1 year of experience in a customer service-based role
* Salesforce experience
* M365 Product Suite experience
* PowerBI experience
* Previous corporate experience with exposure to Lumina/Serko systems is desirable
Benefits:
* Culture: We take pride in our employees and offer a unique team culture
* Our People: We are an Equal Opportunity Employer and encourage all suitably qualified applicants to apply
* Development: Access to ongoing skills development through LinkedIn Learning
* Exclusive Staff Discounts: Accessible via our employee-only portal with discounts on Australia's leading retailers, health and wellness services, financial planning advice, and more
* We Love to Travel: Generous discounts 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: 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
* Sustainability: Protecting our environment is essential to the future of tourism, as a leading travel group, we strive to make positive change