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Job Type: Permanent - Full Time
Location: Brisbane, Queensland
Job Category: Call Centre and Customer Service
Job Description
Are you ready for an adventure in Travel Assistance? At World Travel Protection (WTP), protecting people is our priority. Whether it's a corporate trip or a holiday abroad, we help travellers stay ahead of risk - and when emergencies happen, we connect them instantly with the experts who can make a difference.
Our extensive experience in global travel risk management positions us as the go-to-choice for travellers worldwide. Trusted by globetrotters, corporate risk managers, and organizations around the world, we specialise in preparing travellers for potential threats and helping when they need it most.
WTP Case Managers provide an exceptional customer experience, focusing on providing clarity and support to customers in an empathetic and proactive manner. If you love a challenge and are experienced in Customer Service, this could be the ideal role for you
START DATE: 3rd November 2025
So, what's our mission? Protecting travellers and supporting those responsible for their safety is what we do. With operation centres in Australia, Canada, and the United Kingdom, we provide round-the-clock assistance to travellers worldwide. While our service runs 24/7, Case Managers work four days a week within scheduled hours between 7am - 9pm - offering a balanced routine that supports both effective performance and personal wellbeing.
So, what's the job?
Our Travel Assistance Case Managers provide critical support when travel disruptions occur. With a strong sense of responsibility and empathy, they help customers navigate complex situations - whether that means arranging a safe return home or enabling them to continue their journey. Known for their precision and composure, our Case Managers build trust through clear communication and timely, effective solutions in high-pressure environments. In this role:
* You'll be taking calls from travellers when they get into emergency situations while travelling – whether lost baggage or a medical emergency, you'll be there to help solve their problem
* You'll be focussed on providing a great experience every time – whether for the traveller, family member or provider
* You'll use your critical thinking and problem-solving skills to provide tailored advice to real-world problems
* You'll provide emotional support and reassurance to travellers in distress, maintaining a calm and empathetic demeanour throughout each call and case
* You'll work with our team to locate the nearest suitable doctor, emergency room, medical clinic, dentist, telehealth solution, security specialist, or allied health professional for medical and/or security emergencies
* You'll facilitate the payment and guarantee of facility and any required vendor bills
* You'll help travellers understand the services we are there to support them with
And what are we looking for? We are looking for team members who have a genuine desire to help people and save lives. We need our Case Managers to be resilient, empathetic and think critically – if you're willing to learn, we will teach you everything you need to know
* You'll have great interpersonal skills and know how to look after travellers and respond with empathy
* You'll have strong problem solving and decision-making skills, and can follow processes to provide quick and accurate assistance
* You'll thrive in a fast paced, dynamic environment and be open to change
* You'll have great conflict resolution skills to help customers in stressful situations
* You'll need to be available to work a rotating roster (eight 10-hour shifts/fortnight) between 7AM – 9PM
* More than anything else, you'll have a passion for helping others
So, why choose us? We value optimism, caring, togetherness, reliability and determination.
We have more than 2600 employees worldwide: we're a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.
Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 5 days in the office per fortnight.
APPLY TODAY AND LET'S GO GREAT PLACES TOGETHER
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