Service Consultant
Service Consultant - The Travel Corporation Location: Sydney CBD (Hybrid) or Remote (must be located in Australia or New Zealand) Work type: Full-time, 5 days per week - your roster will always include Saturday and Sunday, with the remaining three shifts falling on weekdays; shifts can be between 7 am and 10 pm. Please note we are open to part-time as long as the weekend shifts are covered. We’re on the lookout for a passionate Service Consultant to join our Contact Centre team at The Travel Corporation (TTC). If you love solving problems, creating seamless customer experiences and turning challenges into solutions, this is your opportunity to represent world-class travel brands like Contiki, Trafalgar, Insight Vacations, Luxury Gold, and CostSaver and make a real difference in how guests experience travel. What You’ll Do Be the first point of contact for our guests via phone, email, and chat, creating warm, memorable service moments from the very first hello. Solve guest queries with empathy and efficiency, delivering fast, accurate solutions that build trust. Proactively support pre- and post-trip journeys, providing reassurance and relevant updates throughout the guest’s experience. Identify opportunities to enhance the guest journey through additional services or product upgrades. Own guest cases from start to finish, reducing repeat contact and increasing satisfaction. Keep guest records up to date in Salesforce and ensure all interactions are logged clearly and consistently. Collaborate with teams across sales, operations, and product to deliver seamless solutions. Share insights and feedback to help improve service delivery and shape future guest experiences. This role requires availability during our peak sales windows, including evenings (after 5 PM) and weekends What You’ll Bring A strong customer-first mindset with a passion for delivering memorable experiences. Confidence in managing multiple guest interactions and queries with a calm, solutions-focused approach. Great written and verbal communication skills. You're clear, kind and professional across phone, chat and email. Resilience and adaptability, you stay positive and proactive even in fast-paced or complex situations. Comfort working in a tech-enabled environment, including CRM platforms like Salesforce (full training provided). Flexibility to work evenings and weekends, when our guests need us most. Bonus: experience in customer service, contact centres, or the travel industry. What Success Looks Like High Guest Satisfaction: You earn great feedback and consistently strong CSAT/NPS scores. First Contact Resolution: You resolve most guest concerns in a single interaction. Sales Through Service: You recognise upselling opportunities and convert them confidently. Accuracy & Attention to Detail: CRM notes and bookings are accurate and compliant. Team Collaboration: You’re an active part of a supportive, high-performing team culture. Customer Loyalty: You build trusted relationships that encourage repeat bookings and referrals. Why Join TTC? Be part of a global company with over 100 years of travel excellence Get generous staff travel discounts and access to exclusive industry rates Enjoy two paid volunteer days every year Receive a $2,000 annual personal development fund to use on training or career growth Access to wellbeing resources and professional development pathways across TTC