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Customer Care Consultant ANZ

Requisition ID:  2796
Department:  Customer Service & Support
Work Type:  Hybrid
Application Close Date:  31st January 2025

 

At Intrepid Travel we exist to inspire, create, share and lead the best travel experiences ever – for both people and the planet. More than 34 years later, we’re proud to be a certified B Corp with hundreds of trips in over 100 countries. 

 

At Intrepid Travel we exist to inspire, create, share and lead the best travel experiences ever – for both people and the planet. More than 34 years later, we’re proud to be a certified B Corp with more than 1000 small group trips in over 120 countries. 

 

 
The world needs more Intrepid people: 

Intrepid people are unlike anyone else, they thrive in a challenge, adore adventure and continuously want to make the world a better place - and that is what this role is all about. 

 

As a key player in our global Customer Care team, you’re responsible for connecting with our customers about their travel experiences to ensure they have a positive and memorable interaction with the Intrepid brand. You will be at the forefront of emphasising the significance of every customer interaction, driving customer satisfaction and loyalty. By representing our customers' needs, ensuring their feedback shapes our business, and delivering "wow" moments - you play an instrumental role in maintaining our reputation for excellence. 
 

Our Customer Care team operates globally, and your role involves: 

  • Managing on-trip complaints and incidents for our customers travelling within ANZ in a timely and empathetic manner 

  • Managing customer post trip incidents, feedback and complaints globally 

  • Conducting thorough investigations into customer trip feedback 

  • Collaborating closely with the Global & Local Operations teams 

  • Ensuring the restoration of customer trust in our brand, aiming for fair resolutions that benefit both parties 

  • Identifying trends impacting our customer experience and working closely with key stakeholders to drive improvements 

 

Some of the experience you’ll bring with you may include: 

  • 3+ years in a fast-paced customer facing environment and working in a multi-channel customer facing platforms. 

  • Demonstrated experience in complaint handling with a high level of emotional intelligence 

  • A master at managing multiple priorities and thrives in a dynamic environment – Strong organisation skills are a must for this role 

  • Ability to work autonomously  

  • Experience building relationships with both internal and external customers and stakeholders 

  • Experience in training and coaching others 

  • Knowledge/understanding of Microsoft suite and Salesforce CRM  

 

This is a full-time permanent position based out of our head office on Collins Street in Melbourne, with lots of flexibility for hybrid working. 

Our people reflect the diversity of our customers and the communities we visit:
Intrepid is made up of 58 nationalities across 46 countries, and we recognise that diversity makes us a stronger business. We support a culture where people can be themselves and encourage applications from people of all backgrounds. Including First Nations People, LGBTQI+ people, those living with a disability, or from disadvantaged backgrounds, and all people from different ethnicities, races, and religions. 

Rewarding and developing our people is important to us, some of our work perks include:
     •     Flexible work options, such as work-from-home options and the ability to 'work from anywhere' 4 weeks a year
     •     A free Intrepid trip every year, plus generous discounts for families, and close friends
     •     5 extra days of leave a year for use on Intrepid trip's
     •     A minimum of 10 weeks paid parental leave for all parents, and other additional leave provisions. 
     •     Access to e-learning platforms, professional development and mentor programs
     •     20 hours of volunteer leave every year to use on causes most important to you
     •     Employee Assistance Program, a 24/7 service that offers counselling for you and your family

We are Real. Together. Ambitious. Impactful. These are our values and to us they're more than just words, they are the pillars of our success and every day it's our people and the work they do that bring them to life.

At Intrepid ensuring diversity, equity, and inclusion is an important part of our recruitment process. If you require a reasonable accommodation to submit your application, please email careersupport@intrepidtravel.com with your name, location, and the accommodations you need, we will then be in touch to support your application.

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