Customer Support Agent

About TourRadar

TourRadar is a venture-backed Series D company revolutionizing the $200 billion adventure travel industry by providing an innovative booking platform. Their system simplifies the process of booking multi-day tours by connecting travelers directly with over 2,500 operators worldwide, offering more than 50,000 adventures across 160 countries. Established in 2010, TourRadar pioneered the online marketplace for multi-day tours and further enhanced the experience in 2021 with their Adventure Booking Platform, linking travelers, operators, and travel agents seamlessly.

With a diverse team representing over 40 nationalities and offices in Europe, North America, and Australia, they emphasize creating exceptional travel experiences and nurturing talent.

Role Overview

Based in Brisbane, Australia, the Customer Support Agent will operate fully onsite and provide assistance to travelers by phone, live chat, and email. The role involves engaging customers, guiding them through the sales process, answering inquiries professionally, and managing bookings, including cancellations, changes, and payment issues.

Key Responsibilities

• Interact with customers through multiple communication channels to assist with bookings
• Proactively support and move customers along the sales funnel
• Provide detailed information about tours to customers who have specific choices or are undecided
• Respond to questions accurately and promptly, using resourcefulness to find answers if unknown
• Manage booking alterations, cancellations, and payment-related matters

Candidate Requirements

• Possess 1 to 2 years of experience in customer service or sales roles
• Drive and ability to sell effectively over the phone
• Exceptional commitment to delivering outstanding customer service
• Passion for travel and connecting with like-minded individuals; having participated in multi-day tours is advantageous
• Comfortable using Mac computers and adept with online booking platforms, including AI-supported tools for efficiency
• Ability to multitask and manage a high volume of customer inquiries
• Open-minded, eager to embrace challenges, keen to learn, and interested in travel
• Resourceful and proactive in seeking solutions
• Available to work five days per week on a rotating schedule covering shifts between 7:00 am and 7:00 pm
• Legal work authorization to work in Australia

Work Environment & Perks

• Office located in The Precinct, Fortitude Valley, Brisbane’s tech hub with a collaborative and vibrant atmosphere
• Hybrid working model blending three days onsite and two days remote work weekly
• Diverse multinational team with over 40 nationalities represented
• Monthly themed team events and spontaneous social gatherings like trivia, wine tasting, and cooking classes
• Access to mental health support through a confidential wellness platform
• Opportunities for career growth via annual development discussions and cross-functional learning
• Annual travel credits worth AUD 1,100 for adventures booked on the platform
• Quarterly team lunches and additional benefits

Location

The Brisbane office is situated in a vibrant city known for its blend of sophistication and natural beauty, offering excellent entertainment, dining, and shopping opportunities, ideal for young professionals and families.