Customer Service Manager

Company: Emu Run Experience

Location: Alice Springs, NT

Employment Type: Full-time

About Us

Established in 2001, Emu Run Experience is owned and operated by an Alice Springs local and tourism expert. Our goal is to guide guests through this special land, share the stories and history of this sunburnt country and create unforgettable experiences.

We are a premier bus touring company specializing in unforgettable journeys through Australia’s most iconic landscapes. From Uluru to Kings Canyon, we pride ourselves on delivering exceptional travel experiences with world-class service.

We are looking for a dynamic and customer-focused Customer Service Manager to lead our team and ensure our guests enjoy seamless, memorable adventures every time.

Key Responsibilities

- Oversee and manage the customer service team to ensure prompt, professional, and friendly support for all guest inquiries and concerns.
- Develop and implement strategies to improve the overall guest experience, ensuring alignment with Emu Run Experience’s brand values.
- Monitor customer feedback, identifying areas for improvement and implementing necessary changes.
- Train, mentor, and motivate the customer service team to uphold high-performance standards.
- Collaborate with operations, marketing, and sales teams to address customer needs and align services with business objectives.
- Manage bookings, reservations, and service requests with precision and attention to detail.
- Handle escalated complaints and disputes, ensuring resolution that balances guest satisfaction and company policies.

Qualifications & Skills

- Proven experience in a customer service management role, preferably in the tourism or hospitality industry.

- Strong leadership abilities with a track record of inspiring and managing teams.

- Exceptional communication and interpersonal skills, with a customer-first mindset.

- Familiarity with our booking and reservation systems (Rezdy) is a plus.

- Ability to work in a fast-paced environment and manage multiple tasks effectively.

- Passion for creating memorable customer experiences.

What We Offer

- Competitive salary and performance incentives.

- Opportunities for professional growth and development.

- A vibrant work environment with a passionate team.

- The chance to be part of a company that celebrates Australia’s natural wonders.

Job Types: Full-time, Permanent

Pay: $70,000.00 – $80,000.00 per year

Benefits:

• Employee discount
• Salary packaging

Work Authorisation:

• Australia (Preferred)