Customer Support Consultant

📌 Core Information

🔹 Job Title: Customer Support Consultant

🔹 Company: Topdeck Travel Ltd

🔹 Location: Brisbane, Queensland, Australia

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing exceptional customer service to travelers from around the globe.
• Handling both administrative support and direct customer engagement.
• Managing customer communications via multiple channels.
• Supporting sales during peak periods by facilitating bookings.

ASSUMPTION: This position is crucial in maintaining high customer satisfaction and is expected to be dynamic and customer-focused.

📋 Key Responsibilities

✅ Accurately process payments from all customers.

✅ Respond to email inquiries within a 24-hour turnaround time.

✅ Finalize all customer data and documentation 4-6 weeks prior to departure.

✅ Manage communication channels including phone, email, and chat.

✅ Assist with ad-hoc reporting as directed by team leaders or managers.

✅ Work with the finance department on ad-hoc financial reports.

✅ Provide general administrative support to the team.

✅ Support sales consultants during peak campaign periods.

ASSUMPTION: The individual may need flexibility and speed in tasks, given the dynamic nature of the travel industry and sudden demands in peak seasons.

🎯 Required Qualifications

Education: Not specified, but a background in tourism or customer service is likely beneficial.

Experience: Experience in customer service or related roles preferred; knowledge of Topdeck & Back-Roads products is beneficial.

Required Skills:

• Exceptional Customer Service Skills
• Attention to Detail
• Time Management and Organizational Skills
• Professional Written and Verbal Communication

Preferred Skills:

• Proactive Thinking
• Ability to work autonomously with minimal supervision

ASSUMPTION: Due to the nature of the role in the travel industry, an affinity for travel and adventure, along with the ability to adapt to different customer needs, may be critical.

💰 Compensation & Benefits

Salary Range: Not specified. Based on industry standards, compensation might align with entry to mid-level customer service positions.

Benefits:

• Possibly includes travel discounts and opportunities
• Flexible work arrangements (3 days office, 2 days remote)
• Possibility for professional development

Working Hours: Full-time, 40 hours per week with certain flexibility in remote work.

ASSUMPTION: Benefits are designed to promote work-life balance and might enhance job satisfaction, reflecting typical offerings in the travel sector.

📌 Applicant Insights

🔍 Company Context

Industry: Travel Arrangements; focusing on providing group tours across the globe.

Company Size: 201-500 employees, indicating a mid-sized operation that offers both stability and opportunities for personal connections.

Founded: Not specified; however, experience and expansion suggest a well-established presence.

Company Description:

• Operates two unique touring brands: Topdeck Travel & Back-Roads Touring.
• Global presence with offices in the UK, Australia, and the US.
• Emphasizes life-changing travel experiences.

Company Specialties:

• Highly specialized in group tours
• Focus on customer experience
• Adoption of innovative travel solutions

Company Website: https://www.topdeck.travel

ASSUMPTION: Company values and growth indicate a dynamic, yet supportive environment for employees passionate about travel and service.

📊 Role Analysis

Career Level: Entry to mid-level, with opportunities for growth based on performance and engagement.

Reporting Structure: Reports to the Trade Sales Team Leader, indicating potential learning opportunities.

Work Arrangement: 3 days in office, 2 days remote, fostering flexibility and work-life balance.

Growth Opportunities:

• Potential progression to senior consultant roles.
• Opportunity to specialize in areas of interest like sales or finance.
• Access to training and personal development programs.

ASSUMPTION: Role is tailored for individuals eager to develop their skills in a supportive, growth-focused environment, with significant emphasis on customer interaction and service.

🌍 Location & Work Environment

Office Type: Modern, likely open-plan to foster collaboration.

Office Location(s): Brisbane hub for operations in Queensland, Australia.

Geographic Context:

• Brisbane is a vibrant, culturally diverse city ideal for expats and travelers.
• Proximity to significant travel and tourist attractions.
• Well-connected transportation network.

Work Schedule: Hybrids work schedule supports balance and reduces commute stress.

ASSUMPTION: Location offers cultural and logistical advantages for travel operations, which can enhance both employee experience and job effectiveness.

💼 Interview & Application Insights

Typical Process:

• Initial application review
• Phone screen interview
• In-person or video interview
• Final discussion or offer stage

Key Assessment Areas:

• Customer service and interpersonal skills
• Ability to handle multiple tasks effectively
• Passion for travel and alignment with company values

Application Tips:

• Highlight your passion for the travel industry.
• Showcase any specific knowledge of Topdeck & Back-Roads products.
• Demonstrate communication and organizational skills.

ATS Keywords: Customer Service, Attention to Detail, Time Management, Travel Industry

ASSUMPTION: The streamlined process reflects customer service focus, prioritizing efficiency and candidate experience.

🛠️ Tools & Technologies

• CRM systems for customer interaction
• Standard communication tools (email, chat, phone systems)
• Travel booking software

ASSUMPTION: Familiarity with basic office and specialized industry tools is expected, with training likely provided for company-specific systems.

👔 Cultural Fit Considerations

Company Values:

• Stay Curious
• Choose Transparency
• Together We Go Further

Work Style:

• Collaborative and team-oriented
• Encourages innovation and alternative thinking
• Supports individual initiative and responsibility

Self-Assessment Questions:

• Do you have a genuine passion for travel and customer service?
• Can you work effectively in a team and independently?
• Are you willing to embrace and promote company values?

ASSUMPTION: Success in this role depends on alignment with company values and culture, especially a passion for travel and personal accountability.

⚠️ Potential Challenges

• Fluctuating workload during peak travel seasons
• Managing customer expectations in a fast-paced environment
• Balancing administrative tasks and direct customer interactions
• Adapting quickly to system and process changes

ASSUMPTION: Challenges primarily arise from the dynamic nature of the travel industry, requiring adaptability and resilience.

📈 Similar Roles Comparison

• Customer Support roles in other travel companies may offer different benefits or cultural setups.
• Job satisfaction levels might be influenced by specific travel incentives offered.
• Roles in more specialized travel services could require additional technical skills.

ASSUMPTION: This role can be compared with similar positions by evaluating company culture, travel perks, and skill development opportunities.

📝 Sample Projects

• Developing a streamlined customer inquiry resolution process
• Participating in product launch campaigns with the sales team
• Creating a customer feedback loop to improve service quality

ASSUMPTION: Examples include projects that enhance customer service quality and drive business goals.

❓ Key Questions to Ask During Interview

• How does the company support professional development within this role?
• What are the biggest challenges currently facing the customer support team?
• Can you describe the team culture in the Brisbane office?
• How does the company handle peak season demands?
• What opportunities exist for career advancement and specialization?

ASSUMPTION: Candidates are encouraged to ask questions that clarify career growth, team culture, and operational specifics.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a resume highlighting relevant experience and skills
• Include a cover letter detailing your passion for travel and customer service
• Arrange for professional references
• Follow-up with the hiring team post-application

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.