Customer Service Agent - Travel

Company Description

Luxury Escapes is one of the world's fastest growing travel businesses, reaching up to 7 million subscribers each month with exclusive limited time offers at 'insider' prices. 

We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community. 

Awarded as one of the 'Best Places to Work’ by the AFR; employee experience is king here, with lunches provided 5 days a week, an onsite gym with premium change facilities, weekly events, the opportunity to experience the travel we offer and significant professional development opportunities - we go above and beyond to make every workday something to look forward to! 

Job Description

We are seeking experienced full time Customer Service Agents to join our exceptionally talented team in Melbourne.

Our Customer Service Agents are responsible for providing superior levels of customer service whilst handling a high volume of emails and phone enquiries resolving customer issues ensuring we deliver an unforgettable holiday experience!

You will be responsible for:

• Deliver exceptional customer experiences across all contact channels, aiming for first-contact resolution.
• Meet quality, productivity, and QA assessment targets in line with business goals.
• Maintain expert knowledge of LE products, promotions, and services to provide the best outcomes for customers.
• Capture and manage customer interactions accurately and within agreed timeframes.
• Actively promote LE offerings to retain customers and support business growth.
• Seek and act on customer feedback to continually enhance the LE experience.
• Identify and escalate issues appropriately and contribute ideas for improving service, systems, and processes.
• Meet rostering and availability commitments, supporting colleagues and projects as required.
• Commit to ongoing personal and professional development.

Qualifications

What we are looking for:

• Someone that is used to a high volume of calls!
• Flexibility, this role would suit someone who is very flexible with a variety of shifts available. We are here to service our customers between 7am and 10pm, 7 days a week.
• You will have exceptional verbal and written communication skills, attention to detail and be extremely passionate about customer service and travel!
• Previous experience in the Travel industry is beneficial - either customer support/bookings or front office is preferred but not required.
• If you enjoy providing exceptional customer service and striving to meet our goals, then this could be the right opportunity for you!

Additional Information

What's in it for you?

• Flexible hours from 7am - 10pm, 7 days a week.
• Competitive remuneration package - Base $66k + super with the opportunity to make $12k in bonuses (depending on how our customers rate your service!)
• First-class health and well-being program, including an onsite gym, yoga, and meditation, with breakfast and catered lunch provided five days a week, plus an exceptional Employee Assistance Program.
• Fun and flexible working environment - Friday afternoon onsite gatherings (wine included!) and monthly celebrations.
• Opportunity to experience the travel we sell through famils.
• A fun, dynamic environment with a collaborative team.
• Generous staff discount and birthday leave!

If you’re interested in the role but don't check every box, apply anyway, we’d love to hear from you!

We embrace diversity in our people and make hiring decisions based on your experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview.

As a 2026 Circle Back Initiative employer, we're committed to responding to every applicant.