Customer Support - Call Centre Agent

Imagine Cruising Pty Ltd; City of Brisbane; On-site; AUD 45,000 - 60,000; Full time

Benefits offered by this job

Discount travel for you and family

Travel agent perks & events

Industry training

Wellness & culture activities

Employee assistance program

Job summary

Imagine Cruising Pty Ltd in Brisbane is seeking a Customer Support Agent to be the first point of contact for our luxury holidays. You’ll handle enquiries by phone, email and online, delivering a smooth, stress-free experience and ensuring every guest feels heard.

The role offers a full-time, permanent position with a 9-day fortnight and 9am–6pm Monday to Friday, plus travel discounts for you and your family, industry training and a supportive team.

Qualifications

• 1+ years of customer service/contact centre experience (bonus if you've worked in travel!)
• Excellent communication skills - both written and verbal.
• A cool, calm, and collected demeanour, especially in tricky situations.
• Proficiency with Microsoft Office and customer service software.
• A passion for making customers happy and a knack for exceeding expectations!
• Candidates must have Australian work rights to be considered for this position.

Responsibilities

• Deliver stellar service via phone, email, or face-to-face, making sure each customer feels heard and valued.
• Understanding customer needs by actively listening and providing tailored solutions to meet their expectations - creating a memorable customer experience.
• Delivering clear information about our products, services, and company policies, empowering customers with the knowledge they need.
• Addressing complaints and concerns with empathy and patience, striving to turn every interaction into a positive experience.
• Troubleshooting issues by collaborating with internal teams, such as technical support and sales, to find effective resolutions.
• Documenting interactions in our ITour system to maintain accurate records of customer enquiries, complaints, and resolutions.
• Escalating complex issues to the appropriate department when necessary, ensuring that all customer concerns are addressed.
• Meeting performance metrics, including call wait times and customer satisfaction scores, to continuously improve service quality.
• Contributing to a positive team environment, sharing insights and supporting colleagues to achieve shared goals.

Skills

Customer service

Communication skills

MS Office

Empathy

Multitasking

Job description

Are you passionate about delivering exceptional customer service? Do you thrive in fast-paced environments where every detail counts? Would you love to talk - all things travel, all day, every day?

If so, we want YOU to be the of our Customer Support team!

About Imagine Cruising:

We want to offer you more than just a holiday. That's why we created Imagine Cruising back in 2011- a chance to discover the world in a whole new way with the same level of service and expertise. We're going to be showcasing our fantastic, new holidays not only by destination but by the type of holiday. We specialise in creating competitively priced, unique holiday packages and events in cruise, rail and land holidays both domestically and internationally for discerning customers who seek the best.

The Benefits:

Great salary plus discretionary bonus, 20 days paid holiday plus your birthday off!

Full-time, permanent position. The team currently work a 9-day fortnight. The shift is between 9am - 6pm Monday to Friday.

Discount travel rates for yourself, family and friends to help you achieve your travel goals.

Travel agent perks + invites to special events

Industry Training

Culture and Wellness Activities and Events

Free and confidential Employee Assistance Program.

Be part of a dynamic, supportive team.

About the Role:

We're currently expanding our team and are looking for an applicant for our Customer Support call centre. This role is a full-time role based in our Brisbane Office.

As a Customer Support Agent, you’ll be the first point of contact for customers looking for help with their luxury holidays. You’ll play a key role in delivering a smooth, stress-free experience via phone and email.

You’ll hone your administrative and communication skills while supporting a variety of customer interactions through phone, email, and online. The role demands empathy, attention to detail, and the ability to handle multiple inboxes and customer requests with ease.

KEY RESPONSIBILITIES:

Deliver stellar service via phone, email, or face-to-face, making sure each customer feels heard and valued.

Understanding customer needs by actively listening and providing tailored solutions to meet their expectations - creating a memorable customer experience.

Delivering clear information about our products, services, and company policies, empowering customers with the knowledge they need.

Addressing complaints and concerns with empathy and patience, striving to turn every interaction into a positive experience.

Troubleshooting issues by collaborating with internal teams, such as technical support and sales, to find effective resolutions.

Documenting interactions in our ITour system to maintain accurate records of customer enquiries, complaints, and resolutions. (Training will be provided for all customer service software systems used within the organisation).

Escalating complex issues to the appropriate department when necessary, ensuring that all customer concerns are addressed.

Meeting performance metrics, including call wait times and customer satisfaction scores, to continuously improve service quality. No sales targets!

Contributing to a positive team environment, sharing insights and supporting colleagues to achieve shared goals.

What You Bring:

- 1+ years of customer service/contact centre experience** (bonus if you've worked in travel!)

- Excellent communication skills - both written and verbal.

- A cool, calm, and collected demeanour, especially in tricky situations.

- Proficiency with Microsoft Office and customer service software.

- A passion for making customers happy and a knack for exceeding expectations!

- Candidates must have Australian work rights to be considered for this position.