Customer Support Specialist - AU

Description

*APPLICANTS MUST BE CURRENTLY RESIDING IN AND HOLD PERMANENT RESIDENCY IN AUSTRALIA*

Candidates based in Australia are required to submit thorough documentation upon employment. Please note that working visas do not meet the qualification criteria.
 

About Railbookers:
 
At Railbookers, we believe that the journey is just as fulfilling as the destination. Life onboard is full of opportunities, new experiences, and rewarding relationships.

We’re a team of diverse, talented people from around the world. As we continue to expand internationally, we strive to ensure that our culture remains alive and well -that we remain aligned and engaged. Global movements don’t spring from one individual. It takes an entire team to make an impact and do something BIG. At Railbookers, we encourage every employee to identify areas of opportunity within the organization.

Every single person at Railbookers has a passion for travel, which explains why we’re so avid about encouraging our customers to get out and discover the world for themselves. Most importantly, we embolden you to be yourself and enjoy the work you do on a daily basis. We like having a great time at work, not just outside of it.

Job Purpose:

The Customer Support Specialist thrives in a fast-paced environment. The successful candidate will play a fundamental role in supporting our inside sales team and our customer base. These team members support the local Australia team by taking on -trip support calls, providing information and local support to other teams in Australia.  They also contribute to global production goals for the Operations and Rail Product Teams. This position will be focused on servicing customers who need immediate assistance with on-trip challenges, supporting local rail and operational needs, and contributing to global Operations and Rail Product production tasks. 

Responsibilities and Duties:

• Take phone calls from direct customers and travel agencies during travel to resolve any outstanding travel-related issues.
• Provide local, internal support for rail, operations, and essential build
• Manage changes to itineraries – working with vendors and suppliers as needed.
• Responsible for monitoring shared inboxes, responding to customer inquiries via our website & email.
• Work as member of our Customer Care Team resolving customer issues and complaints post-travel.
• Deliver success on team goals in confirming services such as hotels, sightseeing, cruises and transfers with vendors including above allotment and special requests.
• Responsible for issuing rail tickets; including exchanges, refunds and schedule changes as needed.
• Process customer documents as well as other customer and vendor communication as required.
• Make outbound calls and research alternative accommodations impacted by schedule changes and passenger requests. 
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management. 

Qualifications

• Excellent customer service and communication skills.
• Strong organizational and problem-solving skills.
• Bachelor’s degree preferred.
• Prior travel industry or customer service experience required.
• Ability to prioritize multiple tasks and meet deadlines.
• Computer proficiency in Microsoft Office.
• Focus on customer service, accuracy and quality.
• Hours are located in Australia.

What we offer 

• Work from Home   
• Generous PTO Package   
• Bonus and Incentive Plans   
• Superannuation Contributions 
• Work Away from Primary Location 
• Familiarization Trips (Get paid to experience our vacations!)   
• Employee and Family/Friend Travel Discounts   
• Fitness Expense Reimbursement  
• Corporate Discounts through Working Advantage   
• Employee Referral Bonuses 
• Cross-Departmental and Advanced Tr aining Opportunities   
• Anniversary, Birthday, and Recognition Perks   
• Years of Service Awards   
• Annual Reimbursements for Home Office (office expenses, phone, internet)