Step Into Something New — Join Us as a Customer Support Agent
Are you a travel industry professional who thrives on delivering exceptional service and creating memorable customer experiences? We're launching an exciting new program, and we're looking for passionate, experienced individuals to help shape it from the ground up.
As a Customer Support Agent, you’ll be more than just a point of contact—you’ll be a key player in building a modern, customer-first support experience. You’ll engage with customers and travel agents across email, chat, social media, and phone, providing clear, timely, and empathetic support. You’ll also contribute to the setup, testing, and continuous improvement of our service processes, helping us redefine what great support looks like.
This is a unique opportunity to be part of something new and exciting—where your travel industry experience and customer service skills will make a real impact!
What You’ll Bring:
- Experience in the travel industry essential either wholesale or retail
- Ability to quickly adapt to new systems and familiar with FCTG travel booking platforms
- Strong sales and service acumen, with the ability to identify opportunities and provide consultative recommendations
- Experience in Sabre an advantage
- Confidence using CRMs, ticketing systems, and support tools
- Strong written and verbal communication skills
- A knack for solving problems and spotting the details that matter
What You’ll Do:
- Respond to customer and Travel Agent enquiries across multiple channels
- Responsible for servicing Rewards Store enquiries including redemption processes, product availability, and booking assistance for hotels, cruises, tours, and other travel.
- Service Rewards Store enquiries including redemption processes, product availability, and booking assistance for hotels, cruises, tours, and other travel
- Handle both service and sales interactions, utilising consultative selling techniques to maximise customer value and program engagement
- Deliver accurate, helpful information with a friendly, professional tone
- Escalate complex issues to the Team Leader when needed
- Keep detailed records in our CRM systems
- Collaborate with internal and external teams to resolve issues quickly
- Work with FCTG brands to ensure smooth handovers
- Embrace new technologies and AI to build smarter, more consistent service
- Meet performance goals and contribute to team success
- Analyse feedback to help improve systems and customer experience
- Play a hands-on role in shaping workflows, tools, and documentation
What you'll Enjoy:
🙋🏾♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd
👐🏽 Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability
🎉Development: Individualised Learning & Development pathway options
🔧Access to 'LinkedIn Learning' for ongoing skills development: over 24,500 courses in over 20 languages
🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym
🌞Mental Health: Support and Employee Assistance Program for staff and family
🎉Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Bangkok in 2026)
🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
💚Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
** Please advise your leader before applying **
