This is a full-time temporary role (9 months), with the possibility of extension.

As Customer Experience Supervisor, you will be responsible for overseeing day-to-day customer experience and ensuring a high standard of customer service across all client interactions, both online and over the phone. Supporting corporate, leisure, and commercial clients, this role ensures bookings and customer queries are handled efficiently and professionally to ensure an excellent customer experience. The Customer Experience Supervisor also works closely with internal teams, manages shift coverage, monitors team communications, and ensures compliance with company policies and regulatory requirements.

Your responsibilities include, but are not limited to:

• Supervise and support the customer experience team across phone, email, and online platforms.

• Operate and oversee the reservations system to process and troubleshoot bookings.

• Monitor task completion against service standards and deadlines.

• Identifying customer needs and determining how they can be met through product or service enhancements.

• Ensure accurate record-keeping and documentation for all customer interactions.

• Manage chargebacks, debt collection, and hot alert reporting procedures.

• Deliver training and coaching on customer service best practices.

• Provide feedback to senior management on recurring issues and service trends.

• Liaise with external regulators (AFIA, Fair Trading, QPAC) on request

Your Experience

We are looking for someone who can demonstrate experience in the following areas:

• Proven experience providing leadership, direction, support and motivation to team members.

• Strong communication and interpersonal skills.

• Ability to learn and utilise various booking systems and internal software

• Ability to lead by example and provide constructive feedback.

• Organised, detail-oriented, and able to multitask effectively.

Employee Benefits

Base Salary + performance incentives

Earned Wage Access - access your earned wages instantly between paydays

Ongoing training and development - utilise our global network’s wealth of knowledge

Employee and “family & friends” discounts on car rentals globally

Access to hundreds of discounts and offers on health insurance, gym memberships, home loans, movie tickets and much more

Various avenues of assistance are available to help you achieve your career goals via external training programs and professional development courses