Case Manager - Travel Assistance

MAYDAY Recruitment Group; Brisbane; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Full-time

Hybrid work model

Career progression

Comprehensive training

Brisbane CBD location

Rotating roster

Supportive team

Travel insurance

Meaningful work

Job summary

MAYDAY Recruitment is partnering with a globally recognised leader in travel assistance, medical support and travel risk management, seeking compassionate and customer-focused Travel Assistance Case Managers to join their Brisbane team. This is a unique opportunity to build a rewarding career where you'll support travellers during some of their most challenging moments.

You'll assist with medical emergencies, travel disruptions or urgent support requests, coordinating services and communicating

Qualifications

• Experience in customer service, contact centre, travel, healthcare or emergency assistance environment.
• Strong communication and interpersonal skills, with the ability to build rapport quickly.
• Exceptional empathy and resilience when dealing with sensitive situations.
• Excellent problem-solving and decision-making abilities.
• Strong attention to detail and ability to accurately manage administration tasks.
• Confidence using multiple systems while speaking with customers.
• Ability to remain calm and professional under pressure.
• Additional language skills such as Spanish, French or Italian would be highly regarded.

Responsibilities

• Respond to inbound calls from travellers requiring assistance, delivering exceptional service and support during stressful situations.
• Assess customer circumstances and determine the most appropriate course of action to achieve positive outcomes.
• Coordinate assistance services, healthcare providers and travel-related support both domestically and internationally.
• Liaise with travellers, family members, medical professionals and service providers to ensure cases are managed effectively.
• Maintain accurate records, case notes and customer updates while managing multiple systems simultaneously.
• Consistently provide a high standard of customer care while adhering to service standards and operational procedures.

Skills

Customer service

Communication

Empathy

Problem solving

Administration

Multi-system use

Calm under pressure

Bilingual advantage

Job description

MAYDAY Recruitment is excited to be partnering with a globally recognised leader in travel assistance, medical support and travel risk management, seeking compassionate and customer-focused Travel Assistance Case Managers to join their Brisbane team.

This is a unique opportunity to build a rewarding career where you'll support travellers during some of their most challenging moments. Whether assisting with medical emergencies, travel disruptions or urgent support requests, you'll play a vital role in helping people when they need it most.

MAYDAY Recruitment is excited to be partnering with a globally recognised leader in travel assistance, medical support and travel risk management, seeking compassionate and customer-focused Travel Assistance Case Managers to join their Brisbane team.

This is a unique opportunity to build a rewarding career where you'll support travellers during some of their most challenging moments. Whether assisting with medical emergencies, travel disruptions or urgent support requests, you'll play a vital role in helping people when they need it most.

What's in it for you?

• Full-time permanent position

• Excellent career progression opportunities within a growing global organisation

• Comprehensive paid training and ongoing professional development

• Hybrid working model with flexibility to work from home after training

• Brisbane CBD location

• Rotating roster of eight 10-hour shifts per fortnight between 7:00am and 9:00pm

• Supportive and collaborative team environment

• Complimentary travel insurance and additional employee benefits

• Meaningful work where you can make a genuine difference in people's lives every day

The Role

• Customer Service – Respond to inbound calls from travellers requiring assistance, delivering exceptional service and support during stressful situations.

• Problem Solving – Assess customer circumstances and determine the most appropriate course of action to achieve positive outcomes.

• Case Management – Coordinate assistance services, healthcare providers and travel-related support both domestically and internationally.

• Communication – Liaise with travellers, family members, medical professionals and service providers to ensure cases are managed effectively.

• Administration – Maintain accurate records, case notes and customer updates while managing multiple systems simultaneously.

• Delivery Focus – Consistently provide a high standard of customer care while adhering to service standards and operational procedures.

The Ideal Candidate

• Demonstrated experience in a customer service, contact centre, travel, healthcare or emergency assistance environment

• Strong communication and interpersonal skills, with the ability to build rapport quickly

• Exceptional empathy and resilience when dealing with sensitive or emotional situations

• Excellent problem-solving and decision-making abilities

• Strong attention to detail and ability to accurately manage administration tasks

• Confidence using multiple systems while speaking with customers

• Ability to remain calm and professional under pressure

• Additional language skills such as Spanish, French or Italian would be highly regarded

• A genuine passion for helping others and delivering outstanding customer experiences

If you're looking for a career where no two days are the same and your work genuinely makes a difference, we'd love to hear from you!