Position: Customer Service & Sales Consultant– Global Touring
Reporting to: Customer Service & Sales Consultant Team Leader
Location Base: Brisbane, Australia
Contract: Permanent
The Global Touring team inspires people through life‑changing travel experiences. We're a group touring company and, through our brands, we are continually 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 that is 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, Back‑Roads and Grasshopper 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 of our 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
Overview
Global Touring Customer Service & Sales Consultants are the front line in delivering expert and unparalleled service to hundreds of thousands of explorers from across the globe. Reporting to the Customer Service & Sales Team Leader you will focus on increasing passenger numbers and creating an exceptional customer experience that exceeds expectations of our trade partners and customers.
Key Responsibilities
* Actively sell all Topdeck, Back‑Roads & Grasshopper Products and are responsible for all aspects of the booking from initial enquiry to trip departure.
* Full ownership & accountability for the booking process from start to finish.
* Up‑sell where possible (e.g. flights, insurance, additional services as required).
* Effectively manage all communication channels as required (phone, email, chat, social).
* Actively pursue & follow up enquiries to close the sale and actively increase conversion.
* Ensure all enquiries are responded to in a positive and timely manner adhering to our 2–12 hour turnaround. Internal and external communications, social media where required.
* Ensure all processes & procedures are read, understood and adhered to. This is not limited to customer data, finance, payments, general administrative support to the Global Touring Customer Service Teams.
* Continuously strive for a high standard of Customer Service and Customer Experience.
* Actively build rapport with key agents to facilitate relationships & repeat bookings.
* Attend travel & trade shows/ expos as required. This may require time away from home.
* Assist with ad‑hoc tasks distributed by Team Leaders or the Customer Service Manager.
Responsible and Sustainable Responsibilities
* A commitment to improving recycling processes within our offices.
* A commitment to stopping the use of all single‑use plastic items in our offices.
* A commitment to promote the use of reusable items such as Tupperware and water bottles in our offices.
* A commitment to protect our company culture of openness to all people regardless of gender, age…
Experience & Role Requirements
* Experience & a passion for Sales.
* Exceptional Customer Service Skills.
* High level of attention to detail.
* Exceptional Time management and organisation skills.
* Professional written and verbal communication skills.
* Some travel required – domestic with some international.
* Thorough knowledge of all Topdeck, Back‑Roads & Grasshopper products.
Key Behaviours
* A passion for all things travel related.
* Ability to think outside the box, be proactive and use initiative.
* Actively live the Global Touring Brands and support the growth of the business.
* Ability to work autonomously with little direction.
* Ability to work autonomously and proactively.
* Passion for travel and the Topdeck, Back‑Roads & Grasshopper product range.
Right now, we're all working in head office and from home. We are currently working in a model of 3 days office‑based and 2 days home/remote working per week.
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