Inbound Customer Experience Specialist – Remote 2 Days/Wk

Recruitly; Melbourne; Remote; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Fully remote work

Training and support

Discounted rates

Collaborative team

Job summary

HBTravels Agency USA is seeking a Customer Service Specialist to guide travelers through planning and booking, answering inquiries, and ensuring confidence from start to finish. This role emphasizes clear communication, accuracy, and a caring, patient approach.

You will handle inquiries via chat, email, and phone, assist with bookings and changes, maintain traveler records, and contribute to a supportive team that values exceptional service and growth opportunities.

Qualifications

• Strong verbal and written communication skills.
• Experience in customer service—travel, hospitality, or tourism is a plus.
• High attention to detail and strong organizational habits.
• Ability to learn new tools quickly.
• Friendly, patient, service-oriented attitude.

Responsibilities

• Respond to customer inquiries via email, phone, and messaging platforms in a timely, professional manner.
• Assist clients with booking questions, modifications, cancellations, and special requests.
• Provide clear, accurate information on destinations and processes.
• Track and update customer details for accuracy.
• Follow up before and after travel to confirm details and gather feedback.
• Handle client concerns with empathy and problem-solving.

Skills

Communication skills

Customer service experience

Attention to detail

Fast learner

Customer-focused

Education

High school diploma

Tools

Website chat system

CRM software

Data entry

Job description

About the Role
We are seeking a Customer Service Specialist to support travelers throughout their planning and booking experience. In this role, you will assist clients with inquiries, provide accurate information, manage updates to travel arrangements, and ensure each traveler feels confident and cared for from start to finish.

At HBTravels Agency USA, we are committed to providing dependable, high-quality service to clients nationwide.

Key Responsibilities

• Respond to customer inquiries via email, phone, and messaging platforms in a timely, professional manner.
• Assist clients with booking questions, modifications, cancellations, and special travel requests.
• Provide clear, accurate information on destinations, travel documentation, and agency processes.
• Track and update customer details to ensure accuracy and smooth communication.
• Follow up before and after travel to confirm details and gather feedback.
• Handle client concerns with patience, empathy, and strong problem-solving skills.

Benefits

• Fully remote flexibility – work from anywhere with a schedule that fits your lifestyle.
• Travel perks, discounted rates, and industry-only benefits.
• Training and support to help you grow in the travel and customer care field.
• A collaborative, motivated team environment committed to exceptional service.

What We’re Looking For

• Strong verbal and written communication skills.
• Experience in customer service—experience in travel, hospitality, or tourism is a plus.
• High attention to detail and strong organizational habits.
• Ability to learn new tools, software, and systems quickly.
• A friendly, patient, and service-oriented attitude.

We have a need for someone who has experience supporting using the website chat system on their website. Most of the inquiries are from prospects who have come to the site as a result of marketing and advertising activities.

You need to have very good computer and typing skills and understand the value of research to discover as much information as possible about the business you're working for so you know where to refer website visitors for the information they want.

There may be times when you have multiple chat windows open so you need to be able to multi-task and good customer service skills to ensure that every person is looked after politely and professionally.

More Details

Are you looking for a fast‑paced job that will allow you to utilize your superior customer service skills in a rewarding environment? We would love for you to become a respected member of our team! As a valued customer service representative, you will be the first line of communication for our customers and will become the trusted face of our company. Earn monetary rewards and prizes as you help drive yourself and your team to successfully meet monthly, quarterly and annual sales goals. Experience the excitement of fostering team unity as you work closely with management and fellow team members to nurture trust and build rapport with our customers.

Job Responsibilities

• Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed.
• Resolve complaints and customer problems in an efficient and friendly manner with the primary goal of satisfying their needs and continuing to earn their business.
• Perform basic billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges.
• Provide customers with status reports on shipments, and help to package and ship products as needed.
• Update customer databases, including contact details, past complaints and resolutions, billing information, and auto-shipment enrolment.
• Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times.
• Analyse and set personal and departmental performance goals designed to improve customer satisfaction. Assist management in coming up with attractive incentives and rewards for superior performance.
• Participate in weekly interdepartmental meetings and prepare to report on any customer issues that came up during the week and how they were resolved.

Job Skills & Qualifications

Required

• High school certificate or equivalent
• Ability to comfortably sit for long periods of time
• Good Computer and Typing Skills
• Comfortable desk and good Internet connection
• Strong interpersonal skills

Preferred

• Ability to resolve conflict and de‑escalate tense situations