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Customer Success Specialist (HELiO)

  • Queensland, QLD, Australia
  • Flight Centre
  • Full time

At Flight Centre Travel Group our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something really amazing – travel! 

As a Customer Success Specialist, you will be responsible for developing customer relationships that promote the adoption of products and platforms. You will be engaged in the day-to-day operations and customer management to foster confidence, trust, and loyalty.  Being part of the Consultant Commerce ShopX team, where we strive to make it simple and fast for customers to Shop, Book and travel collaboratively with expert consultants anywhere and anytime throughout their travel journey.

You'll work closely with Product Managers, Product Owners, Engineers and UX/UI Designers in helping define the product vision and implement strategies to establish digital analytics, insights and reporting to inform the best digital product roadmap focused on providing solutions that empower our consultants to be the best travel experts in the world.  

If you're tech savvy and excited for this new and unique opportunity keep reading, if you think being a Customer Success Specialist is your future, please apply!


Day to day:


  • Managing and resolving day-to-day requests for support, questions, and inquiries about functionalities and features
  • Performing 1st-level troubleshooting and problem diagnosis before engaging HELiO Product and/or Support teams
  • Investigating and diagnosing core customer issues and developing resolution plans or workarounds to ensure minimal disruption to business and consultant experience
  • Engaging the appropriate product management or support teams upon triage and categorisation of inquiries
  • Documenting and building out appropriate documentation or other training materials to assist business and operations teams with processes
  • Developing into a subject matter expert (SME) on HELiO with the ability to upskill stakeholders and customers on the platform
  • Providing insight into trends of inquiries and gaps as input to the HELiO product backlog and roadmap
  • Driving effective communications between various stakeholders and the HELiO product and support teams to ensure issues and complaints are quickly and effectively resolved


This role is for you if you are...


  • Enthusiastic for influencing the best digital experiences
  • An advocate for the value of customer-driven experience
  • Keen to thrive in a collaborative workplace; working closely with a cross-functional team of product managers, product owners, designers and engineers.
  • A creative problem solver that’s excited by a challenge, and can back it all up with clear and concise resolution plans
  • Have a genuine passion to learn from the people around you and a keen interest in growing within a company long term.


Earn brownie points with:


  • 3+ years’ experience in the travel industry or Flight Centre retail sales consultant experience
  • Strong communication skills, both verbal and written
  • Demonstrated experience in reactive and proactive problem solving focused on improving day-to-day business operations
  • Ability to present and effectively engage with internal stakeholders.
  • Demonstrated experience in delivering training to customers
  • Ability to be a team player in a cross-functional team with a collaborative mindset


Let's skip to the good part...


  • Flexible work environment (Hybrid), work from home or our Global Head Office in Southbank, Brisbane
  • Travel discounts and deals bookable through our internal team of travel agents
  • Discounted financial services
  • Ongoing training and professional development
  • Chance to attend Global conferences (Bali 2023)
  • Paid Parental Leave  
  • Corporate Health Discounts - access exclusive discounts on health insurance plans for you and your family with our partner, BUPA.   
  • We proudly support and advocate responsible travel, positive diversity practices, empowered giving, and conservation of natural resources and sustainability - Yep, our hearts are big, mushy and green.  

Who we are:  


Proud to be part of the Flight Centre family - We do things a little differently around here. We do things the FCTG Way.  Our mission is to dominate the SME market, making the end-to-end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision makers, travellers and bookers.  

We have a unique culture and an irreverent DNA based on a proven mix of ideas, values, and ways of working that have helped shape our business over the past 40+ years.    

Across our brand, we take our business seriously but not ourselves. We take leaps of faith, have trust in our teams and work collaboratively and take ownership of our business to achieve our goals.    

Our spirit of egalitarianism, irreverence and ownership defines the way we behave.  These are the three shared values that we place above all others. They help us make informed decisions and solidify our company culture. That’s the FCTG Way   


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