Customer Care Team Member

Scene to Believe; Sydney; On-site; AUD 34,000 - 44,000; Full time

Job summary

Scene to Believe in Sydney is seeking a Customer Care Team Member for the Christmas period. This full-time, seasonal role is based onsite at our Head Office from 1 November through mid-January. You will handle inquiries via phone, email and social channels, process bookings, and escalate sensitive cases with care.

You should be bubbly, warm, and calm under pressure, with a collaborative mindset. The schedule includes weekends and peak periods; flexibility is essential during the busy season.

Qualifications

• Customer-focused and friendly communication style.
• Ability to handle inquiries across multiple channels.
• Strong problem-solving skills and discretion with escalations.

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 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.

Skills

Customer focus

Phone support

Calm under pressure

Problem solving

Team player

Attention to detail

Job description

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.