We are looking for a passionate and results-driven Customer Support Manager to join our Flight Centre Travel Group leisure marketing team. In this role, you will oversee the customer service operations for a new program. This role will involve establishing and managing a team of support specialists, ensuring an excellent customer experience. The successful candidate will be responsible for fostering strong relationships with internal teams and suppliers. You will also track performance against key metrics and implement continuous improvements.
Day to day you’ll…
· Establish multi-channel support teams to service the program
· Manage, train and mentor a team of customer support representatives
· Oversee customer enquiries related to the program via a number of channels such as, but not limited to phone, web, email, live chat and social media
· Liaise with internal and external stakeholders to address and resolve escalated customer issues, ensuring timely resolutions
· Work with internal teams to establish relevant support functions via multiple channels
· Work with FCTG brands on handover of queries as required
· Utilise new technologies and AI to establish anew way to service customers and build consistency – an AI first approach
· Ensure Customer Support Agents are up to date on the latest program features
· Set clear performance goals and provide regular feedback to enhance team productivity
· Track key performance indicators and report as required
· Analyse customer feedback and identify opportunities to enhance the program
· Develop strategies to increase customer satisfaction
· Work closely with internal teams including IT, Marketing, Program Delivery and MarTech
· Keep abreast of service industry developments by completing competitor analysis, market scans and provide recommendations to the business
We’d love to hear from you if you have…
· 5+ years experience in customer service
· Demonstrated experience in reactive and proactive problem solving focused on improving day-to-day business operations
· Strong project/time management skills
· Exemplary attention to detail
· Excellent written and oral communication skills
· Excellent customer service/stakeholder liaison skills (demonstrated to both internal and external customers)
· Ability to manage multiple projects with competing deadlines at any one time
What you'll Enjoy:
🙋🏾♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Lt
👐🏽 Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability
🎉Development: Individualised Learning & Development pathway options
🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym
🌞Mental Health: Support and Employee Assistance Program for staff and family
🎉Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Los Angeles in 2025)
🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
💚Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
We do things a little differently…
We do things a little differently around here. We do things the Flight Centre Travel Group way. We have a unique culture and an irreverent DNA based on a proven mix of ideas, values and ways of working that have helped shape our business over the past 40+ years.
