Customer Support Assistant

Customer Support Assistant - Happy Travels

Location: Byron Bay (office based)
Job Type: Casual
Reports to: Customer Support Manager

About Happy Travels

At Happy Travels, we’re all about creating unforgettable travel experiences for young people across Australia and South East Asia! As a leader in the youth travel sector, we’re dedicated to offering exciting, transformative adventures that promote personal growth, cultural exchange, and fun! We are a vibrant team, and we need an organized, enthusiastic, and proactive Administration Assistant to help us continue delivering exceptional services to our young travellers.

Role Overview

The Customer Support Assistant plays a pivotal role in ensuring a seamless travel experience for our customers. This position is responsible for addressing customer queries through tickets & emails, handling incoming calls on our dedicated support line, assisting travellers with itinerary changes, and addressing any travel-related concerns. The role also involves investigating and processing refund requests, managing and responding to online reviews, and rectifying agent errors. Additionally, the assistant conducts quality audits to uphold the company's service standards. A successful candidate will combine technical know-how with exceptional interpersonal skills to deliver top-notch customer support.

Our Customer Support team work alongside our sales team at our head office here in Byron Bay. Our office overlooks Byron CBD and is in close proximity to shops, restaurants, bars and beaches.

Key Responsibilities

- Handling tickets through our CRM (Hubspot) & supporting with incoming emails
- Answering incoming calls from our 1300 customer support number.
- Assisting existing customers with any travel issues
- Assisting existing customers with any changes to itineraries and travel plans
- Investigating and processing customer refund requests
- Managing online reviews and responding to them
- Investigating and rectifying any agent errors
- Quality auditing

Qualifications

- Valid working visa for Australia.
- The ideal candidate will have a strong aptitude for numbers, critical thinking, and solving mathematical problems
- Proven experience in customer service.
- Strong communication skills.
- Passion for travel and sharing experiences.
- Multilingual skills are a significant advantage.
- Empathetic and customer-focused.
- Proactive and able to take initiative.
- Team player with a positive attitude.

Benefits

- Competitive hourly pay: 33.00 – 46.00 per hour.
- Continuous training and leadership development.
- Free travel on tours and experiences.
- Exclusive discounts on transport and accommodation.

Are You the Perfect Fit?

If you're a proactive problem-solver with a passion for travel and a knack for turning challenges into positive experiences, we want to hear from you. Join our team and be the voice that guides our customers through their journeys, ensuring every trip is memorable for the right reasons. Dive into a role where your communication skills shine, your attention to detail is celebrated, and your dedication to customer satisfaction makes a real difference.

How to Apply?

Follow the below link to complete a one way interview with our management team:

https://interview.happytravels.com.au/public-application/651649ac12c955484489df7e

Apply today and we will be in touch regarding next steps!