Travel Assistance Case Manager – Hybrid & Meaningful Impact

MAYDAY Recruitment Group; Brisbane; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Full-time

Hybrid work model

Career progression

Comprehensive training

Brisbane CBD location

Rotating roster

Supportive team

Travel insurance

Meaningful work

Job summary

MAYDAY Recruitment is partnering with a globally recognised leader in travel assistance, medical support and travel risk management, seeking compassionate and customer-focused Travel Assistance Case Managers to join their Brisbane team. This is a unique opportunity to build a rewarding career where you'll support travellers during some of their most challenging moments.

You'll assist with medical emergencies, travel disruptions or urgent support requests, coordinating services and communicating

Qualifications

• Experience in customer service, contact centre, travel, healthcare or emergency assistance environment.
• Strong communication and interpersonal skills, with the ability to build rapport quickly.
• Exceptional empathy and resilience when dealing with sensitive situations.
• Excellent problem-solving and decision-making abilities.
• Strong attention to detail and ability to accurately manage administration tasks.
• Confidence using multiple systems while speaking with customers.
• Ability to remain calm and professional under pressure.
• Additional language skills such as Spanish, French or Italian would be highly regarded.

Responsibilities

• Respond to inbound calls from travellers requiring assistance, delivering exceptional service and support during stressful situations.
• Assess customer circumstances and determine the most appropriate course of action to achieve positive outcomes.
• Coordinate assistance services, healthcare providers and travel-related support both domestically and internationally.
• Liaise with travellers, family members, medical professionals and service providers to ensure cases are managed effectively.
• Maintain accurate records, case notes and customer updates while managing multiple systems simultaneously.
• Consistently provide a high standard of customer care while adhering to service standards and operational procedures.

Skills

Customer service

Communication

Empathy

Problem solving

Administration

Multi-system use

Calm under pressure

Bilingual advantage

Job description

MAYDAY Recruitment is partnering with a globally recognised leader in travel assistance, medical support and travel risk management, seeking compassionate and customer-focused Travel Assistance Case Managers to join their Brisbane team. This is a unique opportunity to build a rewarding career where you'll support travellers during some of their most challenging moments.

You'll assist with medical emergencies, travel disruptions or urgent support requests, coordinating services and communicating