Customer Service Agent - Travel

Luxury Escapes; City of Melbourne; On-site; AUD 66,000 - 78,000; Full time

Benefits offered by this job

Onsite gym

Breakfast & catered lunch

Fridays gathering

Staff discount

Birthday leave

Health & wellbeing program

Job summary

Luxury Escapes in Melbourne is seeking experienced full-time Customer Service Agents to join our fast-growing travel team. You will handle a high volume of emails and phone inquiries, delivering superior service and resolving issues to create unforgettable holidays for our customers.

You will work across channels, meet quality and productivity targets, stay current on LE products, promotions and services, and contribute to process improvements.

Qualifications

• Experience handling a high volume of calls and emails.
• Flexible with shifts 7am–10pm, 7 days a week.
• Exceptional communication skills, both verbal and written.
• Previous travel industry experience beneficial but not required.

Responsibilities

• Deliver exceptional customer experiences across all contact channels with first-contact resolution.
• Meet quality, productivity, and QA targets.
• Maintain expert knowledge of Luxury Escapes products and promotions.
• Capture and manage customer interactions accurately and promptly.
• Actively promote Luxury Escapes offerings to retain customers.
• Escalate issues appropriately and contribute ideas for improvement.
• Meet rostering commitments and support colleagues.
• Commit to ongoing personal and professional development.

Skills

High call volume experience

Excellent verbal communication

Excellent written communication

Attention to detail

Passion for customer service

Job description

Luxury Escapes is one of the world's fastest growing travel businesses, reaching up to 8 million subscribers each month with exclusive limited time offers at 'insider' prices.

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.

Awarded as one of the 'Best Places to Work’ by the AFR; employee experience is king here, with lunches provided 5 days a week, an onsite gym with premium change facilities, weekly events, the opportunity to experience the travel we offer and significant professional development opportunities - we go above and beyond to make every workday something to look forward to!

We are seeking experienced full time Customer Service Agents to join our exceptionally talented team in Melbourne.

Our Customer Service Agents are responsible for providing superior levels of customer service whilst handling a high volume of emails and phone enquiries resolving customer issues ensuring we deliver an unforgettable holiday experience!

You Will Be Responsible For

• Deliver exceptional customer experiences across all contact channels, aiming for first-contact resolution.
• Meet quality, productivity, and QA assessment targets in line with business goals.
• Maintain expert knowledge of LE products, promotions, and services to provide the best outcomes for customers.
• Capture and manage customer interactions accurately and within agreed timeframes.
• Actively promote LE offerings to retain customers and support business growth.
• Seek and act on customer feedback to continually enhance the LE experience.
• Identify and escalation issues appropriately and contribute ideas for improving service, systems, and processes.
• Meet rostering and availability commitments, supporting colleagues and projects as required.
• Commit to ongoing personal and professional development.

What we are looking for:

• Someone that is used to a high volume of calls!
• Flexibility, this role would suit someone who is very flexible with a variety of shifts available. We are here to service our customers between 7am and 10pm, 7 days a week.
• You will have exceptional verbal and written communication skills, attention to detail and be extremely passionate about customer service and travel!
• Previous experience in the Travel industry is beneficial - either customer support/bookings or front office is preferred but not required.
• If you enjoy providing exceptional customer service and striving to meet our goals, then this could be the right opportunity for you!

What's in it for you?

• Flexible hours from 7am - 10pm, 7 days a week.
• Competitive remuneration package - Base $66k + super with the opportunity to make $12k in bonuses (depending on how our customers rate your service!)
• First-class health and well-being program, including an onsite gym, yoga, and meditation, with breakfast and catered lunch provided five days a week, plus an exceptional Employee Assistance Program.
• Fun and flexible working environment - Friday afternoon onsite gatherings (wine included!) and monthly celebrations.
• Opportunity to experience the travel we sell through famils.
• A fun, dynamic environment with a collaborative team.
• Generous staff discount and birthday leave!

We embrace diversity in our people and make hiring decisions based on your experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview.

As a 2026 Circle Back Initiative employer, we're committed to responding to every applicant.