*APPLICANTS MUST CURRENTLY RESIDE IN AND HOLD PERMANENT RESIDENCY IN AUSTRALIA*
Candidates based in Australia are required to submit thorough documentation upon employment. Please note that working visas do not meet the qualification criteria.
Reports to: Customer Support Manager
Location: Remote (Australia-based)
About Railbookers Group
At Railbookers Group, we believe that travel is more than a journey, it’s an unforgettable experience. As the global leader in independent rail vacations, we empower our customers to explore the world in comfort, with personalized support every step of the way. Our inclusive and passionate team thrives on innovation, collaboration, and a shared mission: to make train travel seamless, enriching, and truly exceptional.
When you join us, you become part of a culture that values diverse voices, celebrates creativity, and invests in your long-term growth.
Job Purpose
As a Customer Experience Specialist, you’ll be the trusted voice customers turn to before and during their travel journey. You’ll handle inquiries, resolve issues with empathy and efficiency, and collaborate with both internal teams and external partners to ensure every detail is just right. This role is ideal for someone who brings a service-first mindset, a knack for problem-solving, and thrives in a fast-paced environment.
Responsibilities and Duties
- Serve as the first point of contact for customer and travel advisor inquiries—via phone, email, and web—in a friendly, solutions-oriented manner.
- Troubleshoot and resolve booking concerns with urgency and professionalism, often liaising with global travel partners and suppliers.
- Confidently manage itinerary changes, ticketing (including exchanges and refunds), and service upgrades.
- Proactively monitor and improve the quality of reservations, escalating discrepancies when needed.
- Collaborate cross-functionally with Sales and Operations to deliver a seamless customer journey.
- Research and secure alternative accommodations when impacted by schedule changes or requests.
- Communicate clearly and consistently, delivering travel documents and updates to customers and partners.
- Contribute to ongoing process improvements and share feedback that enhances our service delivery.