Contact Centre Operations Agent
We are seeking a detail-oriented and customer-focused professional to join our Reservations team. The ideal candidate will have a passion for providing exceptional service and enjoy administrative, process-driven work that keeps things running smoothly behind the scenes.
This role involves processing online bookings, managing guest correspondence, handling amendments, cancellations and refunds, and ensuring every interaction is efficient, accurate and helpful.
Some of the key responsibilities include:
* 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
Requirements
* 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 Us
We strive to create wonder-filled experiences for our guests, employees and community. Every team member plays a role in shaping those experiences – making our company not just a great place to visit, but a great place to work.