Customer Care Consultant

Scene to Believe; Sydney; On-site; AUD 39,000 - 52,000; Full time

Benefits offered by this job

Competitive hourly rate

Paid training

Supportive team environment

Opportunity for extra shifts

Job summary

Scene to Believe in Sydney seeks a frontline customer support representative to handle bookings, enquiries, and issues across phone, email, and social channels, ensuring customers feel heard and valued. You will be the first point of escalation, collaborating with Operations, Technology, and Marketing, while maintaining accurate records to meet peak-period response times and service standards.

We offer a competitive hourly rate, paid training, a collaborative team culture, and opportunities to

Qualifications

• Experience delivering frontline customer support across multiple channels.
• Ability to stay calm and professional under pressure.
• Strong written and verbal communication with a customer-first approach.

Responsibilities

• Respond to customer enquiries across phone, email, social media, and online channels.
• Be the first point of escalation for complex issues.
• Handle bookings and general enquiries accurately and efficiently.
• Resolve customer issues with care and professionalism across channels.
• Maintain clear, friendly, on-brand communication.
• Meet response time and service standards during peak periods.
• Manage day-to-day customer issues and escalation of complex cases.
• Flag technical disruption impacts through agreed channels.
• Maintain accurate records of customer interactions.
• Monitor customer feedback and enquiry themes.

Skills

Customer service

Communication

Empathy

Attention to detail

Job description

This is a frontline customer support role, working within established systems, processes, and escalation pathways. You'll handle a high volume of customer enquiries during peak season- including booking changes, technical disruption impacts, and service issues, first point of escalations- ensuring every customer feels heard, valued, and supported. You'll work closely with the Customer Support Manager and your fellow team members, and partner with Operations, Technology, and Marketing and Offshore team where needed to resolve issues and maintain trust with families and clients.

Key responsibilities

Respond to customer enquiries across phone, email, social media, and online channels

You will be the first point of escalation

Handle bookings, booking changes, and general enquiries efficiently and accurately

Resolve customer issues with care, empathy, and professionalism, across multiple channels- including phone and email

Maintain clear, friendly, and on-brand communication in every interaction

Meet response time and service standards during peak periods

Manage day-to-day customer issues and resolve where possible

Managing escalation of complex or sensitive cases

Flag technical disruption impacts or site issues through agreed channels

Maintain accurate records of customer interactions

Monitor and action customer feedback, complaint themes, and enquiry drivers

About you

Calm and confident under pressure, with the ability to manage a high volume of enquiries

Clear, empathetic communicator across phone and written channels

Strong attention to detail when managing bookings and customer records

Comfortable learning new systems and following established processes

Reliable, adaptable, and willing to support the team during busy periods

Available to work a rotating roster, including weekends, public holidays, and the Christmas peak period

What we offer

A competitive hourly rate, including weekend and public holiday rates

The opportunity to work with a business that creates Magical Memories for Families all around the country

Paid training and ongoing support from an experienced Customer Support Manager

A supportive, collaborative team environment

Opportunities to pick up additional shifts during peak periods

Social events, such as international food day, afterwork drinks, and more...

Close to public transport

Collaborative team – Work within a fantastic 'people first' culture

Welcome to Scene to Believe, where every day is a chance to make someone smile. We’re the team behind Australia and New Zealand’s most magical experiences – from Santa photos and brand activations to graduation celebrations and everything in between.

Since 1997, we’ve set the standard for unforgettable moments through creativity, innovation, and world-class service. Each season brings something new, and we need energetic, friendly, and reliable legends to help bring the magic to life!

Our team thrives in a vibrant, artistic environment where we work hard, laugh often, and always aim to create something special. Ready to be part of something magical? Let’s make memories together.

Welcome to Scene to Believe, where every day is a chance to make someone smile. We’re the team behind Australia and New Zealand’s most magical experiences – from Santa photos and brand activations to graduation celebrations and everything in between.

Since 1997, we’ve set the standard for unforgettable moments through creativity, innovation, and world-class service. Each season brings something new, and we need energetic, friendly, and reliable legends to help bring the magic to life!

Our team thrives in a vibrant, artistic environment where we work hard, laugh often, and always aim to create something special. Ready to be part of something magical? Let’s make memories to super good …