Brand:
Global Touring
Position:
Customer Service Team Leader
Reporting to:
Global Customer Service Manager
Location Base:
Brisbane
Contract:
Full Time. Salary + Bonus (based on sales targets & KPI's)
About Us
The Global Touring team inspires people through life-changing travel experiences. We're a group touring company, and through our brands Topdeck Travel and Back-Roads Touring, we are continuously developing our product range, driving growth in key markets (Australia, New Zealand & North America), innovating our product delivery, and ensuring a first-class customer experience that is unique to each brand. Please note, Global Touring is our internal brand; externally, we only use our customer-facing brands.
Although Topdeck and Back-Roads serve different customers, our 'one best way' approach supports the specific strategy and activity for each brand. At Global Touring, each team member works across both brands with equal commitment.
Role Summary
The Customer Service Team Leader (TL) is a passionate leader focused on sales, customer service, and team development. The TL will lead a team committed to growth within the Trade and Direct consumer space, ensuring exceptional customer experiences that exceed industry standards, and driving sales growth. The TL will also focus on developing their team in areas such as motivation, process improvement, change management, customer relations, product knowledge, and understanding of Global Touring operations and products. Reporting to the Global Customer Service Manager, the TL will advocate for their team and the business, promoting sales principles in every customer interaction.
Key Responsibilities
* Lead and foster a positive, rewarding, and engaging team environment with effective communication.
* Understand and align with the business and quarterly plans for their team and the overall company.
* Implement strategies to maximize returns and achieve targets.
* Ensure adherence to Global Touring Customer Service processes and procedures, and seek continuous improvement.
* Manage staffing, leave, and rosters to meet business needs while supporting flexibility.
* Recruit, train, and onboard team members as needed.
* Apply customer service strategies to increase sales and passenger numbers, providing coaching and promoting best practices.
* Foster collaboration across departments to promote cohesion and business growth.
* Demonstrate strong time management, organizational, and relationship management skills.
* Participate in leadership meetings to ensure strategy consistency and evolution.
* Contribute to the Global Customer Service Strategic Plan and support the brand's values and growth.
* Manage the Customer Service Emergency Phone in rotation with other leaders.
Sustainable Responsibilities
* Improve recycling processes and reduce single-use plastics in our offices.
* Promote the use of reusable items such as Tupperware and water bottles.
* Support our company culture of inclusivity and openness.
Experience, Requirements & Behaviors
* Confidence in product presentations and training.
* Strong communication skills with attention to detail.
* Travel required – domestic and some international.
* A passion for travel and our brands.
Currently, we operate with a hybrid model of 3 days in the office and 2 days remote, subject to change.
Interested?
Click apply and send your CV. We look forward to connecting
Our Values
We embody curiosity, transparency, accountability, and teamwork, fueling our journey and success.
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