Customer Service Specialist

About us

WebJet has been Australia and New Zealand's go-to for going places since 1998. From flights (domestic and international) to hotels, holiday packages, car hire, tours and travel insurance, we've got your whole trip handled. With more than 25 years of travel know-how built into every search, we're by your side for every flight, stay, experience, and ride. Our home base is Melbourne, but we work hybrid. Tuesdays and Wednesdays we're in the office together for collaboration, workshops and, yep, free food. We're a publicly listed company with big goals and an even bigger passion for travel. We're a high-performing, purpose-led team and we're on the lookout for like-minded people who share our ambition to make travel better, one journey at a time.

About you

You're curious, bold and always improving. You ask questions, explore possibilities and seek smarter ways. You've worked in a GDS (Galileo, Sabre or Amadeus) and can confidently communicate with customers, ensuring your notes are detailed and accurate.

You lead with care, act with integrity and do what's right (even when it's hard). You're genuinely interested in travel and believe in the joy it brings. You want to be part of a growing, connected community that makes you look forward to showing up.

About this role

Our Tier 3 Escalations team delivers excellent Customer Experiences through every case, call or chat resolved. Our team is a key contributor to the achievement of the organisation's objectives and continuously improve of the customer journey by effectively engaging with and providing professional customer contact to all customers, other agents and stakeholders.

About the key responsibilities

Manage inbound customer queries, delivering timely, professional, and customer-centric resolutions

• Handle enquiries and complaints in line with service standards, ensuring appropriate follow-up and escalation

• Accurately update case details in internal systems (GDS, AWS), including actions taken and customer sentiment

• Capture customer and stakeholder feedback to support continuous improvement

• Make outbound calls to customers and suppliers to progress and resolve requests (e.g. changes, refunds)

• Respond to customer emails within agreed timeframes, maintaining a strong service focus

• Contribute positively to team performance, supporting a collaborative and high-energy environment

• Meet individual and team KPIs, targets, and service level expectations

About the perks

* A $250 Webjet gift card every year to put towards your own getaway

* Free travel insurance and discounts across flights, hotels, packages, and more

* Our legendary annual Hackathon — where ideas become products (within 12 months, no excuses)

* An events calendar packed with fun stuff — when we say we're social, we mean it

* Up to 12 weeks paid primary carer leave, plus 2 weeks secondary

* Option to buy extra week of annual leave for big trips or school holidays

About the fine print

To join Webjet, you'll need full-time working rights in Australia and a National Police Check.

Recruiters — thanks, but we've got this one covered.