About the Brand

The Global Touring team inspires people through life-changing travel experiences. We’re a group touring company, and through our brands Topdeck Travel, Back-Roads Touring and Grasshopper Adventures are ever developing our product range, driving growth in our key markets (Australia, New Zealand & North America), innovating our product delivery and ensuring we deliver a first-class customer experience that is unique to each brand. Don’t worry if you can’t find Global Touring when you search – this is our internal brand, externally we only use our customer facing brands.

Topdeck, Back-Roads and Grasshopper may serve very different customers, however, our ‘one best way’ approach is consistent and effective in supporting the specific strategy and activity for each brand. At Global Touring, each team member works across both of our brands with equal commitment.

We’re looking for someone to join the team that aligns perfectly with our brand and values... if this sounds like you then keep reading! 

About the Opportunity

Global Touring After Sales Care Consultants are the front line in delivering expert and unparalleled service to hundreds of thousands of explorers from across the globe. Reporting to the After Sales Care Team Leader you will focus on increasing passenger numbers, upselling and creating an exceptional customer experience that exceeds expectations of our trade partners and customers.

What You Will Do

• Identify opportunities to sell additional products and services for Topdeck, Back-Roads and Grasshopper existing customers/bookings
•  Ownership and accountability for the booking process from start to finish
• Proactively follow up existing bookings to drive additional revenue, ensure readiness for travel and reduce cancellations
• Effectively manage all communication channels as required (phone, email, chat, social)
• Handle cancellation requests with a retention-focused approach, offering alternatives where appropriate
• Ensure customers are fully prepared for travel by managing documentation, payments, visa guidance and pre-departure communications
• Contribute to aftercare KPIs including retention, ancillary revenue, payment completion and customer satisfaction.
• Ensure all enquiries are responded to in a positive and timely manner adhering to our 2 – 12 hour turn around, internal and external communications, social media where required
• Ensure all processes and procedures are read, understood and adhered to, not limited to customer data, finance, payments, general administrative support to the Global Touring Customer Service Teams (CST)
• Continuously Strive for a high standard of customer service and customer experience 
• Actively build rapport with key agents to facilitate relationships and repeat bookings
• Assist with ADHOC tasks distributed by Team Leaders or the Head of Customer Service
• Jump in and assist and support the CST Sales team where required

About You

• Strong experience and a passion for sales
• Exceptional customer service skills
• High level of attention to detail
• Excellent relationship and time management skills
• Professional written and verbal communication skills
• Some travel required - domestic with some international
• Ability to think outside the box, be proactive and use initiative
• Actively live the Global Touring Brands and support the growth of the business
• Ability to work autonomous with little direction
• Passion for travel and the Topdeck, Back-Roads and Grasshopper product range

Why Join Us?

• Generous domestic and international travel discounts for you, your family and friends!
• Career development and growth opportunities with supported training and development to grow your skillset
• 2 days paid leave per year for volunteer opportunities of your choice
• Your birthday off!
• Annual Free Trip
• Access to retail discounts and Flight Centre Travel Group benefits programmes
• Employee Assistance Program
• Great working culture working with people who are passionate about travel