Customer Support Specialist - Australia

Railbookers Group; United States; Remote; USD 39,000 - 53,000; Full time

Benefits offered by this job

Work from Home

Generous PTO

Bonus and Incentive Plans

Superannuation Contributions

Familiarization trips

Travel discounts

Fitness reimbursement

Referral bonus

Job summary

Railbookers Group is seeking a Customer Support Specialist to handle inbound inquiries for Railbookers and Amtrak Vacations from a remote Australia-based location. You will resolve bookings, changes, and billing issues while maintaining high service standards.

The role requires strong communication, problem solving, and organizational skills, with a passion for travel. Flexibility for varied shifts and a customer-first mindset are essential.

Qualifications

• Minimum 2 years in a high-volume customer service environment.
• Exceptional verbal and written communication skills.
• Strong active listening and empathy for customer needs.
• Proven problem-solving abilities and a resourceful mindset.
• Excellent organizational skills and attention to detail for managing multiple itineraries.
• Proficiency with CRM software and Microsoft Office.
• Ability to work independently as well as collaboratively in a team environment.
• Comfortable in a fast-paced, dynamic setting with changing priorities.
• Genuine passion for travel and guest satisfaction.
• Flexibility to work varied shifts, including evenings, weekends, and holidays.
• High school diploma required; hospitality/travel degree a plus.

Responsibilities

• Serve as primary contact for bookings via phone, email, and online channels.
• Assist with itinerary changes, cancellations, and special requests per policy.
• Troubleshoot booking, ticketing, payment issues, and in-travel support.
• Coordinate with Sales, Operations, Finance and external partners to resolve issues.
• Process payments, issue refunds, and handle billing inquiries.
• Communicate proactively about itinerary changes and offer alternatives.
• Document customer interactions accurately in the CRM.
• Identify guest experience improvements and provide feedback to management.
• Maintain knowledge of packages, routes, destinations, and amenities.
• Handle complaints with empathy and strive for first-contact resolution.
• Collaborate with team and adhere to SLAs; support guest experience goals.
• Demonstrate strong organization in daily tasks and adapt to growth.

Skills

Customer service

Verbal communication

Written communication

Active listening

Problem solving

Organizational skills

Team collaboration

Travel passion

Flexibility

Independent work

Education

High school diploma

Hospitality/travel degree

Tools

CRM software

Microsoft Office

Job description

About Us

Join the leading independent rail vacation provider in North America and beyond! Railbookers Group, home to both Railbookers and Amtrak Vacations, is passionate about delivering unforgettable train travel experiences. We take pride in crafting seamless, personalized itineraries for our guests and travel advisors, offering the largest selection of independent rail vacations worldwide. If you have a passion for travel and a knack for sales, we invite you to be a part of our growing team.

About Us

Join the leading independent rail vacation provider in North America and beyond! Railbookers Group, home to both Railbookers and Amtrak Vacations, is passionate about delivering unforgettable train travel experiences. We take pride in crafting seamless, personalized itineraries for our guests and travel advisors, offering the largest selection of independent rail vacations worldwide. If you have a passion for travel and a knack for sales, we invite you to be a part of our growing team.

Position Purpose

The Customer Support Specialist for Railbookers and Amtrak Vacations is a crucial front‑line position responsible for providing exceptional support and service to our valued guests primarily through inbound phone calls, emails, and web inquiries. This role focuses on assisting customers with existing reservations, resolving issues, and ensuring a positive and memorable travel experience. The ideal candidate is a proactive problem‑solver with a strong customer service orientation and a genuine passion for travel.

Responsibilities

• Serve as the primary point of contact for customer inquiries regarding existing Railbookers and Amtrak Vacations bookings via phone, email, and online channels.
• Provide comprehensive support for itinerary changes, cancellations, modifications, and special requests, ensuring accuracy and adherence to company policies.
• Troubleshoot and resolve a wide range of customer service issues, including but not limited to booking discrepancies, ticketing concerns, payment issues, and in‑travel support.
• Liaise effectively with internal departments (e.g., Sales, Operations, Finance) and external partners (e.g., Amtrak, hotel suppliers, transfer companies) to resolve complex issues and facilitate smooth customer journeys.
• Process payments, issue refunds, and manage billing inquiries with attention to detail and accuracy.
• Proactively communicate with guests about potential itinerary changes or disruptions, offering suitable alternatives and solutions.
• Document all customer interactions accurately and thoroughly in the CRM system.
• Identify opportunities to enhance the guest experience and provide feedback to management for continuous improvement.
• Maintain a high level of product knowledge regarding Railbookers and Amtrak Vacations packages, train routes, destinations, and amenities.
• Handle customer complaints and challenging situations with empathy, professionalism, and a calm demeanor, aiming for first‑contact resolution whenever possible.
• Collaborate with team members and contribute to a positive and supportive contact center environment.
• Adhere to all company policies, procedures, and service level agreements.
• Perform other duties as assigned to support the Guest Experience team and overall business objectives.
• Demonstrate strong organizational skills to manage daily tasks efficiently and consistently.
• Remain adaptable and open to change in a fast‑paced, growing organization, with a mindset that embraces new challenges and opportunities.

CORE COMPETENCIES

• Customer Focus: Acts with the customer in mind, building trust and using feedback to improve service and experience.
• Functional/Technical Skills: Applies strong technical knowledge and expertise to consistently perform at a high level.
• Interpersonal Savvy: Builds effective, respectful relationships across all levels using empathy, tact, and diplomacy.
• Drive for Results: Delivers strong outcomes by consistently exceeding goals and pushing for high performance.
• Written Communications: Communicates clearly and effectively through written messages tailored to the audience and purpose.

Qualifications

• Minimum of 2 years of experience in a high‑volume customer service contact center environment, preferably within the travel, hospitality, or transportation industries.
• Exceptional verbal and written communication skills with a clear, concise, and professional telephone manner.
• Strong active listening skills and the ability to empathize with customer needs.
• Proven problem‑solving abilities and a resourceful mindset to find effective solutions.
• Excellent organizational skills and attention to detail, especially when managing multiple tasks and complex itineraries.
• Proficiency with CRM software and Microsoft Office Suite (Outlook, Word, Excel).
• Ability to work independently as well as collaboratively in a team‑oriented, remote environment.
• Comfortable working in a fast‑paced and dynamic environment, adapting to changing priorities.
• A genuine passion for travel and a desire to create unforgettable experiences for guests.
• Flexibility to work varied shifts, which may include evenings, weekends, and holidays, as required by business needs.
• High school diploma or equivalent required; Bachelor's degree or relevant certifications in Hospitality or Travel are a plus.

What We Offer

• Work from Home
• Generous PTO Package
• Bonus and Incentive Plans
• Superannuation Contributions
• Work Away from Primary Location
• Familiarization Trips (Get paid to experience our vacations!)
• Employee and Family/Friend Travel Discounts
• Fitness Expense Reimbursement
• Employee Referral Bonus Program
• Cross‑Departmental and Advanced Training Opportunities
• Anniversary, Birthday, and Recognition Perks
• Years of Service Awards
• Annual Reimbursements for Home Office (office expenses, phone, internet)

Remote - Work from home Location Requirement

While this position is remote, candidates must be permanently located and authorized to work in Australia. We are unable to consider applicants who reside outside of this location.