Customer Support - Call Centre Agent

Imagine Cruising; City of Brisbane; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Great salary + discretionary bonus

20 days paid holiday + birthday off

9-day fortnight

Discount travel rates for you and your

Travel agent perks + invites to events

Industry Training

Culture and Wellness Activities

Employee Assistance Program

Dynamic, supportive team

Job summary

Imagine Cruising is expanding its Customer Support team in our Brisbane office. You will be the first point of contact for customers seeking luxury holidays, handling inquiries via phone and email, and delivering a smooth, stress-free experience.

You will nurture customer relationships, document interactions, and work with internal teams to resolve issues. A 1+ year background in customer service and a passion for travel are ideal.

Qualifications

• 1+ years of customer service experience in a contact centre.
• Strong written and verbal communication skills.
• Ability to stay calm and professional in challenging situations.

Responsibilities

• Deliver excellent service via phone, email, and in person when required.
• Understand customer needs and provide tailored solutions.
• Explain products and policies clearly to customers.
• Handle complaints with empathy and work toward first-contact resolution.
• Collaborate with internal teams to resolve issues and escalate when needed.
• Record interactions in the ITour system and maintain accurate notes.

Skills

Customer service

Communication

Empathy

Multitasking

Problem solving

Tools

Microsoft Office

CRM software

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!

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.