After Care Sales Consultant at Topdeck Travel Ltd – South Brisbane, Queensland

Position: After Sales Care Consultant – Global Touring
Reporting to: After Care Sales Team Leader
Location Base: Brisbane, Australia
Contract: Permanent

The Global Touring team inspires people through life-changing travel experiences. We’re a group touring company, and through our brands Topdeck Travel, Back-Roads Touring & Grasshopper Adventures are ever developing our product range, driving growth in our key markets (Australia, New Zealand & North America), innovating our product delivery and ensuring we deliver a first-class customer experience that is unique to each brand. Don’t worry if you can’t find Global Touring when you search – this is our internal brand, externally we only use our customer facing brands.

Topdeck, Back-Roads and Grasshopper may serve very different customers, however, our ‘one best way’ approach is consistent and effective in supporting the specific strategy and activity for each brand. At Global Touring, each team member works across both of our brands with equal commitment.

We’re looking for someone to join the team that aligns perfectly with our brand and values... if this sounds like you then keep reading!

Overview
Global Touring After Sales Care Consultants are the front line in delivering expert and unparalleled service to hundreds of thousands of explorers from across the globe. Reporting to the After Care Sales Team Leader you will focus on contributing to the growth of the brands and creating an exceptional customer experience that exceeds expectations of our trade partners and customers.
Key Responsibilities

• Identify opportunities to sell additional products and services forTopdeck, Back-Roads & Grasshopper existing customers/bookings.
• Ownership & accountability for the booking process from start to finish.
• Proactively follow up existing bookings to drive additional revenue, ensure readiness for travel and reduce cancellations.
• Effectively manage all communication channels as required (phone, email, chat, social)
• Handle cancellation requests with a retention-focused approach, offering alternatives where appropriate.
• Ensure customers are fully prepared for travel by managing documentation, payments, visa guidance and pre-departure communications.
• Contribute to aftercare KPIs including retention, ancillary revenue, payment completion and customer satisfaction.
• Ensure all enquiries are responded to in a positive and timely manner adhering to our 2 – 12 hour turn around. Internal and External communications. Social Media where required.
• Ensure all process’ & procedures are read, understood and adhered to. This is not limited to customer data, finance, payments, general administrative support to the Global Touring Customer Service Teams.
• Continuously Strive for a high standard of Customer Service and Customer Experience
• Actively build rapport with key agents to facilitate relationships & repeat bookings.

• Assist with ADHOC tasks distributed by Team Leaders or the Head of Customer Service
• Jump in and assist and support the CST Sales team where required

Experience & Role Requirements

• Experience & a passion for Sales
• Exceptional Customer Service Skills
• High level of attention to detail
• Exceptional Time management and organisation skills
• Professional written and verbal communication skills
• Some travel may be required - Domestic with some international
• Thorough knowledge of all Topdeck, Back-Roads & Grasshopper products

Key Behaviours

• A passion for all things travel related
• Ability to think outside the box, be proactive and use initiative.
• Actively live the Global Touring Brands and support the growth of the business.
• Ability to work autonomous with little direction.

• Ability to work autonomously and proactively.
• Passion for travel and the Topdeck, Back-Roads & Grasshopper product range
• Living the Global Touring Values on a daily basis

Why Join Us?

• Generous domestic and international travel discounts for you, your family and friends!
• Career development and growth opportunities with supported training and development to grow your skillset.
• 2 days paid leave per year for volunteer opportunities of your choice.
• Your birthday off!
• Annual Free Trip
• Access to retail discounts and Flight Centre travel group benefits programmes
• Employee Assistance Program.
• Great working culture working with people who are passionate about travel.

Hungry for more? Simply click apply, and send us your CV, and we’ll be in touch shortly.
Global Touring Values
Our values aren’t just words on a page. They’re the backbone; the steering wheel;
the soundtrack to how we embrace each day. Like a well baked brownie, every ingredient
combines to achieve the rich consistency fueling the soul of Global Touring.

Stay Curious
We are natural born explorers. Our people question old solutions, apply alternative thinking and embrace being challenged in the search for outcomes. We’re excited by the journey on and off the road – expanding our knowledge, adapting to feedback and questioning the status quo. Value ideas over hierarchy. Have the courage to take risks. Don’t let perfection prevent growth.

Choose Transparency
We take the right way, not the easy way. We’re straight up even through the toughest conversations; tackling challenges head-on and with integrity. Honour commitments. Communicate with clarity. And build relationships based on mutual respect. Forget hidden agendas, we treat everyone fairly – despite a preference for instant coffee.

Don’t pass the buck
If we do it, we do it well. We are empowered to make decisions based on data and experience – holding each other accountable along the way. Spare the excuses. Be fearless in the pursuit of results. And take responsibility – even when no one’s looking. There will be bumps in the road; that’s ok. We own our mistakes and learn from the challenges as well as the successes.

Together we go further
Across oceans and office desks, it’s more than a love for travel that keeps us connected.
There are no silos here; we are each other’s toughest critics and loudest supporters – especially around the ping pong table. People with diverse backgrounds, different identities and varied experiences make our company exceptional. We embrace alternate perspectives, recognise each other’s strengths and champion collective genius.