Customer Care Team Member

Scene to Believe - Australia; Sydney; On-site; AUD 55,000 - 66,000; Full time

Job summary

Scene to Believe - Australia is hiring a Customer Care Team Member for a full-time, seasonal onsite role at our Head Office from 1 November to mid-January. You will be the frontline contact, delivering prompt, friendly service during our peak Christmas period.

Reporting to the Senior Customer Care Manager, you’ll handle inquiries across channels, assist with bookings, and escalate complex cases. We value warmth, reliability, and strong teamwork.

Qualifications

• Customer-focused with bubbly, warm communication.
• Able to take calls and manage escalations professionally.
• Strong problem-solving skills; stay calm under pressure.
• Collaborative team player in a fast-paced environment.
• High attention to detail and a commitment to quality.
• Full-time, Seasonal (1st Nov – mid-Jan).
• Onsite – Head Office, Australia.
• Rotating roster; weekends and peak periods; flexibility during Christmas season.

Responsibilities

• Respond to customer enquiries across phone, email, social media, and online channels.
• Handle bookings, booking changes, and general enquiries efficiently and accurately.
• Resolve customer issues with care, empathy, and professionalism.
• Escalate complex or sensitive cases to the Customer Support Manager.
• Partner with Operations, Technology, and Marketing to resolve issues and maintain brand trust.
• Monitor customer feedback and enquiry drivers to provide insights for process improvements.
• Maintain a safe work environment and look out for the wellbeing of yourself and your team.

Skills

Customer focus

Phone support

Escalation handling

Problem solving

Team player

Attention to detail

Job description

Customer Care Team Member - Seasonal Role

About the Role

Join Scene to Believe as a Customer Care Team Member and help us create Christmas magic! This is a full-time, seasonal role based onsite at our Head Office from 1st November through mid-January. Reporting to the Senior Customer Care Manager, you will serve as the frontline support for our customers, ensuring their experience is prompt, professional, and full of warmth during our busiest time of year.

About Scene to Believe

At Scene to Believe, people are at the heart of everything we do. We are a team driven by care, quality, and progress. Our values—being people-first, playful with purpose, and obsessed with quality—guide every interaction we have with families and clients across Australia. We work together as one team to protect and enhance the customer experience.

Key Responsibilities

• Respond to customer enquiries across phone, email, social media, and online channels.
• Handle bookings, booking changes, and general enquiries efficiently and accurately.
• Resolve customer issues with care, empathy, and professionalism.
• Escalate complex or sensitive cases, including child safety or conduct concerns, to the Customer Support Manager.
• Partner with Operations, Technology, and Marketing teams to resolve issues and maintain brand trust.
• Monitor customer feedback and enquiry drivers to provide insights for process improvements.
• Maintain a safe work environment and look out for the wellbeing of yourself and your team.

What We Are Looking For

• A customer-focused individual with a bubbly, positive, and warm communication style.
• Someone comfortable taking calls and managing escalations with a professional demeanor.
• Strong problem-solving skills and the ability to stay calm under pressure.
• A collaborative team player who thrives in a fast-paced environment.
• High attention to detail and a commitment to quality in every interaction.
• Job Type: Full-time, Seasonal (1st November – mid-January).
• Location: Onsite – Head Office (Australia).
• Schedule: Rotating roster including weekends and peak periods; flexibility is essential during the Christmas season.