CONTACT CENTRE OPERATIONS AGENT – St Leonards
Hamilton Island is seeking a detail-oriented and customer-focused Contact Centre Operations Agent to join our Reservations team.
If you're passionate about providing exceptional service and enjoy administrative, process-driven work that keeps things running smoothly behind the scenes, this is a great opportunity to be part of a supportive and collaborative environment.
In this role, you'll be responsible for processing online bookings, managing guest correspondence, handling amendments, cancellations and refunds, and ensuring every interaction is efficient, accurate and helpful.
Why you'll love working with us
Work from home Fridays for greater work-life balance
Access our free on-site gym and subsidised fitness classes
Enjoy travel discounts, health insurance discounts and Family & Friends rates
Be part of a high-performing and supportive Contact Centre team in St Leonards
Close to Public transport including St Leonards station and Crows Nest metro
Where you'll make an impact
Processing all aspects of online bookings for hotels, resorts and Holiday Homes
Managing OTA bookings and regulating the OTA chat function
Actioning all pre-arrival correspondence for online guests with accurate, up-to-date information
Administering booking changes and cancellations while adhering to policy, and resolving declined payments or account discrepancies
Processing credit card refunds for eligible cancellations
Supporting the Contact Centre Sales Agent team with accurate quotes, invoices and payment follow-up
Escalating errors, miscalculations or system inaccuracies as needed
Maintaining internal FOC database booking requests and completing reporting and booking checks to minimise errors
Updating and distributing concessionaire and discount booking forms
Assisting the Front Office team in resolving booking discrepancies
Maintaining strong knowledge of Hamilton Island rates, specials and activities to provide correct information
Supporting overflow tasks or ad hoc Contact Centre duties when required
What we're looking for
You're someone who thrives in a fast-paced contact centre environment, takes pride in accuracy, and brings a friendly, customer-focused approach to every interaction.
You're adaptable, a quick learner and able to work both independently and collaboratively within an ever-changing environment.
To be successful, you'll need:
Minimum 2 years' experience in a Travel Agency, Hotel or Travel Call Centre role (Essential)
HSC or a tertiary-level course in Travel or Tourism (Desirable)
Strong systems proficiency across Microsoft programmes and an aptitude for learning new systems
Excellent written and verbal communication skills
Strong attention to detail and accuracy
Ability to work under pressure and adapt to change
Friendly, approachable and committed to high-quality customer service
Ability to work both independently and as part of a team
About Hamilton Island
Our mission is to share the wonder of Hamilton Island with the world by creating wonder-filled experiences for our guests, employees and community.
Every team member plays a role in shaping those experiences – making Hamilton Island not just a great place to visit, but a great place to work.
A little island can do wonders - make your next career move one to remember.
Apply now and start your journey with Hamilton Island today
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