Service Consultant

About the role

We are seeking a Service Consultant to join The Travel Corporation’s Contact Centre. You will be the first point of contact for guests travelling with brands such as Contiki, Trafalgar and Insight Vacations, delivering friendly, efficient support across phone, email and chat.

Key responsibilities

• Answer guest enquiries via phone, email and live chat, creating warm and memorable service moments.
• Resolve queries promptly with empathy, aiming for first‑contact resolution and high satisfaction scores.
• Support guests throughout pre‑ and post‑trip journeys, providing updates and reassurance.
• Identify opportunities to upsell additional services or product upgrades.
• Manage each guest case from start to finish, reducing repeat contacts.
• Maintain accurate guest records and log all interactions in Salesforce.
• Collaborate with sales, operations and product teams to deliver seamless solutions.
• Share feedback and insights to improve service delivery.

Required profile

• Customer‑first mindset with a passion for creating memorable experiences.
• Strong written and verbal communication skills; clear, kind and professional tone.
• Ability to handle multiple interactions calmly and efficiently.
• Resilience and adaptability in a fast‑paced environment.
• Willingness to work evenings and weekends, including peak sales windows.
• Previous experience in customer service, contact centres or the travel industry is a plus.

Required skills

• Experience with CRM platforms, specifically Salesforce (training provided).

What we offer

• Hybrid work model – based in Sydney CBD or remote within Australia/New Zealand.
• Full training on systems and product portfolio.
• Opportunities to develop a career in a global travel brand.
• Supportive, high‑performing team culture.