Customer Support Specialist – Australia (Remote)

Company: Railbookers
Location: Remote, Australia
Job Type: Full-time
Schedule: 8-hour shift, Monday to Friday, with weekend availability
Compensation: Base salary with bonus potential

About Railbookers

At Railbookers, we believe that the journey itself is just as important as the destination. Our trips are filled with new opportunities, experiences, and connections that make travel truly rewarding. Our team is made up of diverse, talented individuals from all around the world, and as we continue to grow globally, we strive to keep our culture alive and thriving.

Railbookers is not just about travel; it’s about creating lasting memories and experiences. We’re passionate about travel and helping our customers see the world, and we make sure to have fun while doing it. We encourage our employees to be themselves, be creative, and find ways to make an impact in the organization. We value collaboration and teamwork and believe that every member of our company contributes to our success.

Job Purpose

As a Customer Support Specialist at Railbookers, you will thrive in a fast-paced and dynamic environment. Your primary role will be to assist both our inside sales team and our valued customers. This role involves providing direct support to the local Australia team, resolving issues related to ongoing trips, and contributing to global operations. You will play a key part in ensuring that our customers’ travel experiences are smooth, memorable, and problem-free.

The ideal candidate will handle urgent travel-related issues, assist with local rail and operational tasks, and support Railbookers’ global Operations and Rail Product Teams in meeting production goals. This is a hands-on, service-oriented role where you will interact with customers, vendors, and internal teams daily.

Responsibilities and Duties

• Customer Assistance: Respond to calls from customers and travel agencies during their trips to help resolve any travel-related issues they may encounter.
• Internal Support: Provide support to local Australian teams by addressing rail operations and other essential travel-related needs.
• Itinerary Adjustments: Manage any changes to customer itineraries, coordinating with suppliers and vendors as needed to ensure smooth transitions.
• Email and Website Inquiries: Monitor shared inboxes and respond to customer questions or concerns submitted via email or our website.
• Customer Care: Collaborate with the Customer Care Team to address and resolve customer complaints or post-travel issues.
• Booking Confirmation: Assist with confirming various services such as hotel reservations, sightseeing tours, cruises, and transfers, especially those requiring special requests or above-allotment arrangements.
• Rail Ticketing: Issue rail tickets for customers, including handling ticket exchanges, refunds, and schedule changes.
• Documentation: Process customer documents and maintain communication with both customers and vendors as required.
• Outbound Communication: Make outbound calls and research alternative accommodations for customers impacted by schedule changes or special requests.
• Additional Duties: Perform any other duties assigned by your supervisor or management to support the smooth operation of the team.

Key Qualifications

To succeed as a Customer Support Specialist at Railbookers, you’ll need the following:

• Excellent Communication Skills: Clear, friendly communication is essential for solving customer issues efficiently and effectively.
• Customer Service Experience: Previous experience in a customer service role is required, ideally in the travel industry.
• Problem-Solving Skills: Strong organizational abilities and the skill to think critically when dealing with customer issues and itinerary adjustments.
• Education: A bachelor’s degree is preferred but not required.
• Technical Skills: Proficiency in Microsoft Office and other common software tools used for customer communication and problem resolution.
• Multitasking Ability: You should be able to prioritize multiple tasks and meet deadlines while staying focused on providing the best service possible.
• Team-Oriented: A willingness to collaborate with colleagues and contribute to team success.
• Location: Must be located in Australia and able to work local hours.

Why Work for Railbookers?

Railbookers offers more than just a job – we provide a work environment that fosters growth, collaboration, and a love for travel. Here’s what we offer:

• Remote Work: Enjoy the flexibility of working from home while being part of a global team.
• Travel Discounts: Employees, as well as their family and friends, receive discounts on travel packages.
• Familiarization Trips: Get paid to experience the vacations we offer! Employees can take part in familiarization trips to better understand our services.
• Career Growth: We provide comprehensive training and professional development, with plenty of opportunities for career advancement within the company.
• Supportive Environment: We offer ongoing support and mentorship to help you grow in your role.

Additional Benefits

• Employee Discount: Enjoy discounts on our travel packages.
• Referral Program: Earn bonuses by referring friends or family who join the company.
• Work from Home: No need to commute! This position is fully remote.
• Bonus Pay: In addition to your base salary, you may be eligible for bonus pay based on performance.

Work Schedule

• Hours: 8-hour shifts, Monday through Friday.
• Weekend Availability: You may be required to work some weekends based on customer needs or operational demands.

How to Apply

If you’re passionate about travel, enjoy problem-solving, and thrive in a fast-paced environment, we’d love to hear from you! This is an opportunity to work with a growing, international company where you can make a real difference in the lives of our customers and help them create lasting travel memories.

Apply Now through the employer’s website to join our global team at Railbookers and embark on a journey toward an exciting and rewarding career.

Railbookers is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you’re excited about this role but your experience doesn’t exactly match every qualification, we encourage you to apply. You might be the right person for this role or other opportunities within our company.

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