Join Our Team as a Customer Support Agent!

Are you passionate about helping people and making a difference every day? As a Customer Support Agent, you’ll be the friendly voice and helpful hand behind an exciting new program. You’ll connect with customers across email, chat, and social media—answering questions, sharing information, and ensuring every interaction is smooth, positive, and memorable. You will also be a part of the early set up, testing and ongoing improvement of customer service processes as it evolves. 

Provide exceptional support that leaves a lasting impression, turning every customer interaction into a memorable experience. As a vital member our team, you’ll work closely with the Customer Support Manager playing a key role in shaping the success from the ground up.

Our Ideal Candidate has:

• 3+ years experience in customer service
• Proficiency in using customer support software, CRMs and ticketing systems
• Excellent communication skills - both written and verbal
• Strong problem solving skills and attention to detail
• Experience in the travel industry preferred but not required 

Your Day to Day:

• Respond to customer and Travel Agent enquiries via a number of channels such as, but not limited to web, email, live chat and social media and phone
• Provide clear, accurate and timely information
• Escalate complaints and complex issues when required to the Team Leader for resolution
• Maintain detailed and accurate records of customer interactions in the appropriate CRM systems
• Liaise with internal and external stakeholders to address and resolve escalated customer issues, ensuring timely resolutions
• Work with FCTG brands on handover of queries as required
• Utilise new technologies and AI to establish a new way to service customers and build consistency
• Adhere to set performance goals
• Analyse customer feedback and identify opportunities to enhance programs and systems
• Contribute to the initial setup and testing of support centre processes, systems, and tools
• Support the refinement of workflows and documentation based on learnings and feedback

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