About Imagine Holidays:

We want to offer you more than just a holiday. That’s why we created Imagine Holidays back in 2011- a chance to discover the world in a whole new way with the same level of service and expertise. We’re going to be showcasing our fantastic, new holidays not only by destination but by the type of holiday. We specialise in creating competitively priced, unique holiday packages and events in cruise, rail and land holidays both domestically and internationally for discerning customers who seek the best. Additionally, we are currently working with a number of high profile celebrities on our exclusive holiday packages. See the video below of the kinds of things we do!

The Benefits:

• Great salary plus discretionary bonus, 20 days paid holiday plus your birthday off!
• Discount travel rates for yourself, family and friends to help you achieve your travel goals.
• Opportunities to attend exclusive domestic and international events.
• Diverse, vibrant, and multicultural team.
• Supportive team environment who love to laugh but get the job done.
• Free and confidential Employee Assistance Program.
• Learn, develop and grow in a fast paced and rapidly evolving industry with many opportunities to further your career!
• Full-time, permanent position with shift flexibility.
• Be part of a dynamic, supportive team.
• Opportunity to make a real impact on our customers' travel experiences.
• A competitive salary and growth opportunities within the company.
• Travel agent perks

Do you thrive in delivering exceptional customer service and have a passion for travel?

Do you enjoy problem-solving and ensuring customer satisfaction at every turn?

If so, we want YOU to be the 💖 of our Customer Support team!

We are currently looking applicants for a Customer Support Executive in our call centre.

This role is a full-time role based in the Brisbane Office in an evolving space – it’s an exciting opportunity to grow and develop within the role!

Are you passionate about delivering exceptional customer service? Do you thrive in fast-paced environments where every detail counts? If so, we have the perfect opportunity for you!

Join our team as a Customer Support Executive - Call Centre , where your dedication to customer satisfaction will shine. As the go-to person for holiday support, you'll be at the heart of ensuring our customers have a seamless experience, from handling balance payments to managing cancellations and resolving customer enquiries via phone and email. You'll work closely with our cross-functional teams to make sure every customer request is met with care and precision.

This full-time, permanent role offers a dynamic work environment with shift flexibility and potential overtime. You'll hone your administrative and communication skills while supporting a variety of customer interactions through phone, email, and online. The role demands empathy, attention to detail, and the ability to handle multiple inboxes and customer requests with ease.

With clear performance goals and a supportive team behind you, you'll be empowered to turn challenges into positive customer experiences. Whether it’s resolving complaints, processing special requests, or contributing to efficient operations, your role will be vital to enhancing customer loyalty and ensuring the smooth running of our admin operations.

If you're looking for a role where your initiative, reliability, and people skills will be valued, apply now and take the next step in your customer support career!

WHY THIS ROLE?

As a Customer Support Executive, you will be the champion of customer care, ensuring our travellers have an unforgettable experience.

You’ll be the go-to person for resolving any concerns, from pre-departure anxieties to post-departure feedback.

Your expertise will ensure every holiday starts and ends on a high note!

You will be providing assistance to our customers in the call centre to help our customers on a day-to-day basis.

Your ability to collaborate across departments will ensure smooth operations and exceptional service delivery.

KEY RESPONSIBILITIES:

• Promptly responding to customer enquiries via phone and email ensuring timely and accurate communication.
• Understanding customer needs by actively listening and providing tailored solutions to meet their expectations.
• Delivering clear information about our products, services, and company policies, empowering customers with the knowledge they need.
• Addressing complaints and concerns with empathy and patience, striving to turn every interaction into a positive experience.
• Troubleshooting issues by collaborating with internal teams, such as technical support and sales, to find effective resolutions.
• Documenting interactions in our ITour system to maintain accurate records of customer enquiries, complaints, and resolutions.
• Escalating complex issues to the appropriate department when necessary, ensuring that all customer concerns are addressed.
• Meeting performance metrics, including call wait times and customer satisfaction scores, to continuously improve service quality.
• Building relationships with suppliers and internal teams to enhance collaboration in resolving customer queries.
• Contributing to a positive team environment, sharing insights and supporting colleagues to achieve shared goals.
• Creating a memorable customer experience
• Deliver stellar service via phone, email, or face-to-face, making sure each customer feels heard and valued.

What You Bring:

- 1+ years of customer service experience** (bonus if you’ve worked in travel!)

- Excellent communication skills—both written and verbal.

- A cool, calm, and collected demeanour, especially in tricky situations.

- Proficiency with Microsoft Office and customer service software.

- A passion for making customers happy and a knack for exceeding expectations!

This is more than a job; it’s a chance to turn a passion for customer care into an exciting and rewarding career.

Apply now and help us shape unforgettable journeys!