Customer Service Agent – Travel (Melbourne)

About the role

Luxury Escapes is looking for enthusiastic Customer Service Agents to join its Melbourne team. You will handle a high volume of email and phone enquiries, ensuring every traveller receives an unforgettable holiday experience.

Key responsibilities

• Deliver exceptional customer experiences across all contact channels, aiming for first‑contact resolution.
• Meet quality, productivity and QA assessment targets aligned with business goals.
• Maintain expert knowledge of Luxury Escapes products, promotions and services.
• Capture and manage customer interactions accurately and within agreed timeframes.
• Promote Luxury Escapes offerings to retain customers and support growth.
• Gather and act on customer feedback to continuously improve the experience.
• Identify and escalate issues appropriately and contribute ideas for service, system and process improvements.
• Adhere to rostering and availability commitments, supporting colleagues and projects as needed.
• Commit to ongoing personal and professional development.

Required profile

• Experience handling a high volume of calls.
• Flexibility to work a variety of shifts between 7 am and 10 pm, seven days a week.
• Exceptional verbal and written communication skills with strong attention to detail.
• Passion for customer service and travel.
• Previous travel‑industry experience is beneficial but not required.
• Motivation to meet service goals and deliver outstanding support.

Required skills

What we offer

• Flexible hours covering 7 am‑10 pm, seven days a week.
• Competitive remuneration: base $63,000 AUD + super with the opportunity to earn up to $12,000 AUD in performance bonuses.
• First‑class health and well‑being program, including an onsite gym, yoga, meditation, breakfast and catered lunch five days a week.
• Significant professional development opportunities and a supportive workplace culture.