Customer Service Specialist - Client Services

About the role

Adventure World is looking for a Client Services Specialist in Sydney on a full-time basis. You will make sure nothing falls through the cracks between a travel agent's booking request and a traveller's departure date, keeping the Reservations engine running smoothly by chasing outstanding details, verifying supplier confirmations and delivering final documentation to agents accurately and on time.

Key responsibilities

• Process supplier confirmations and booking updates accurately and within agreed service levels
• Monitor incoming supplier communications and keep booking files fully up to date
• Follow up travel agents by email for outstanding passenger details, travel requirements and registration documentation
• Coordinate pre-departure requirements so bookings progress without delays
• Verify booking details, supplier costs and documentation against reservation records
• Prepare and distribute final travel documentation to service standards and timelines
• Fulfil brochure requests and manage brochure inventory for trade partners
• Escalate complex booking issues and amendments to the Reservations team where needed
• Maintain accurate records of confirmations, documentation dispatch and booking file status

Required profile

• Experience in administration, customer service or a coordination-based role
• Strong written communication skills, able to build professional relationships through email
• Exceptional organisational skills and the ability to juggle multiple priorities and deadlines
• A sharp eye for detail and a genuine commitment to accuracy
• Proactive approach, taking ownership of tasks and driving them to completion
• Sound judgement and problem-solving skills, including knowing when to escalate
• Collaborative mindset and willingness to learn new systems and processes
• Travel industry knowledge or personal travel experience is a bonus, not required

Required skills

• Experience with booking, CRM or administration systems (preferred)
• Intermediate Microsoft Office skills

What we offer

• Wellbeing support: access to employee assistance and wellbeing programs for you and your family
• Travel discounts: generous domestic and international travel discounts for you, your family and friends
• Learning and development: ongoing career development and personal growth opportunities
• Volunteer leave: two days of paid leave per year
• Parental leave: 12 weeks of paid parental leave for eligible employees