Overview
Luxury Escapes is one of the world's fastest growing travel businesses, reaching up to 7 million subscribers each month with exclusive limited time offers at 'insider' prices. We are a collective of forward-thinking people, driven to challenge the travel industry and deliver ever better travel experiences to our customer community. We have been awarded as one of the 'Best Places to Work’ by the AFR; employee experience is king here, with lunches provided 5 days a week, an onsite gym with premium change facilities, weekly events, the opportunity to experience the travel we offer and significant professional development opportunities.
We are seeking experienced full time Customer Service Agents to join our Melbourne team.
Job Description
Our Customer Service Agents are responsible for providing superior levels of customer service whilst handling a high volume of emails and phone enquiries, resolving customer issues and ensuring we deliver an unforgettable holiday experience.
You Will Be Responsible For
- Deliver exceptional customer experiences across all contact channels, aiming for first-contact resolution.
- Meet quality, productivity, and QA assessment targets in line with business goals.
- Maintain expert knowledge of LE products, promotions, and services to provide the best outcomes for customers.
- Capture and manage customer interactions accurately and within agreed timeframes.
- Actively promote LE offerings to retain customers and support business growth.
- Seek and act on customer feedback to continually enhance the LE experience.
- Identify and escalate issues appropriately and contribute ideas for improving service, systems, and processes.
- Meet rostering and availability commitments, supporting colleagues and projects as required.
- Commit to ongoing personal and professional development.
Qualifications
- Experienced with a high volume of calls
- Flexible with a variety of shifts; service between 7am and 10pm, 7 days a week
- Exceptional verbal and written communication skills, attention to detail, and passion for customer service and travel
- Previous experience in the travel industry – customer support/bookings or front office is preferred but not required
- Experience with Salesforce would be beneficial
- Enthusiastic about providing exceptional service and meeting goals
Whats in it for you
- Flexible hours from 7am - 10pm, 7 days a week
- Competitive remuneration package - Base $62k + super with potential bonuses (depending on customer ratings)
- First-class health and well-being program, including onsite gym, yoga and meditation, with breakfast and catered lunch provided five days a week, plus an Employee Assistance Program
- Fun and flexible working environment – Friday afternoon onsite gatherings and monthly celebrations
- Opportunity to experience the travel we sell through famils
- Generous staff discount and birthday leave
Equal Opportunity: We embrace diversity and make hiring decisions based on your experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. We foster a collaborative, inclusive, and respectful workplace and will provide reasonable adjustments during the interview process. We are committed to responding to every applicant as part of our Circle Back Initiative.
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