Remote Travel Concierge & Guest Experience Lead

IWG plc; Victoria; On-site; AUD 57,000 - 93,000; Full time

Benefits offered by this job

Fully remote flexibility

Travel perks and discounts

Training and support

Collaborative team

Job summary

HBTravels Agency USA is hiring a Customer Service Specialist to support travelers from planning through booking. You will handle inquiries, provide accurate information, manage updates to travel plans, and ensure each traveler feels cared for from start to finish.

We offer fully remote work with travel perks, discounts, and ongoing training to help you grow in travel and customer care. You will join a collaborative team focused on delivering exceptional service across nationwide inquiries.

Qualifications

• High school certificate or equivalent.
• Ability to sit for long periods.
• Good computer and typing skills.
• Stable desk setup and reliable internet.
• Strong interpersonal skills.

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.
• Interact with customers by answering phone calls promptly, and respond to emails within 24 hours.
• Resolve complaints and customer problems efficiently with the aim of customer satisfaction.
• Perform basic billing duties, including transactions, refunds, and researching past billing discrepancies.
• Provide customers with status reports on shipments and assist with packing/shipments as needed.
• Update customer databases with contact details, past complaints/resolutions, and billing information.
• Meet weekly, monthly, and annual goals for call volume, satisfaction, and response times.
• Analyze performance goals and assist management in designing incentives for excellent service.
• Participate in weekly interdepartmental meetings and report on customer issues and resolutions.

Skills

Strong communication

Customer service experience

Attention to detail

Learning new tools

Service-oriented attitude

Education

High school certificate

Tools

Website chat system

Job description

HBTravels Agency USA is hiring a Customer Service Specialist to support travelers from planning through booking. You will handle inquiries, provide accurate information, manage updates to travel plans, and ensure each traveler feels cared for from start to finish.

We offer fully remote work with travel perks, discounts, and ongoing training to help you grow in travel and customer care. You will join a collaborative team focused on delivering exceptional service across nationwide inquiries.