Member Services & Centre Operations Concierge

Ymca Nsw; Australia; Remote; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Remote work flexibility

Travel perks and industry discounts

Training and development

Job summary

HBTravels Agency USA is seeking a Customer Service Specialist to support travelers from initial inquiry through booking, providing accurate information and caring guidance. You will handle chats, emails, and calls, assist with bookings, and update records with care.

The role emphasizes empathy, problem solving, and timely responses, with fully remote flexibility and opportunities to grow in the travel and customer care field.

Qualifications

• High school certificate or equivalent.
• Ability to sit for long periods and maintain focus.
• Excellent computer and typing skills with fast internet.
• Willingness to learn new tools and systems.
• Friendly, patient, service-oriented attitude.

Responsibilities

• Interact with customers by answering calls promptly and responding to emails within 24 hours.
• Resolve complaints and customer problems to retain business.
• Perform basic billing duties and process refunds as needed.
• Provide status updates on shipments and help with packaging and shipping.
• Update customer databases with contact details and resolutions.
• Meet weekly, monthly and annual goals for call volume and customer satisfaction.
• Participate in interdepartmental meetings and report on customer issues.

Skills

Typing skills

Strong communication

Research skills

Multitasking

Customer service

Travel industry knowledge

Education

High school certificate or equivalent

Tools

Website chat system

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.

• 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.

• 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.

• 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.

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