Customer Support Executive

About Imagine Holidays:

We want to offer you more than just a holiday. That’s why we’ve created Imagine Holidays - a chance to discover the world in a whole new way with the same level of service and expertise. We’re going to be showcasing our fantastic, new holidays not only by destination but by the type of holiday. We specialise in creating competitively priced, unique holiday packages and events in cruise, rail and land holidays both domestically and internationally for discerning customers who seek the best. Additionally, we are currently working with a number of high profile celebrities on our exclusive holiday packages. See the video below of the kinds of things we do!  

Our Brand:

‘One Life: Life It | Love It | Share It”

“One day…” it’s something we’re all guilty of saying about the things we dream of doing. We procrastinate as life passes us by, but it shouldn’t be this way. The ‘One Life’ ethos is about seizing the moment and living life to the full. It’s what we live and breathe here at Imagine, it’s at the very heart of our company values and the reason we do what we do. 

We’re all blessed with One Life, but within it there is literally a world of possibilities just waiting to be explored. It’s our mission to help you discover this amazing world, to inspire you and help you experience as many unforgettable moments as possible, providing memories to cherish forever.

The Role:

Imagine Holidays have an exciting opportunity for talented and experienced service individuals to join us at our Milton office.  We continue to strive to deliver excellent service and now require additional talented staff to join the team. Our brand image is incredibly important to us, and we are looking for someone who will play a critical role to ensure our customers receive an exceptional experience.

The Benefits:

• Great salary plus discretionary bonus, 20 days holiday plus your birthday off!
• Discount travel rates for yourself, family and friends to help you achieve your travel goals. 
• Opportunities to attend exclusive domestic and international events.
• Diverse, vibrant, and multicultural team. 
• Supportive team environment who love to laugh but get the job done.
• Free and confidential Employee Assistance Program.
• Learn, develop and grow in a fast paced and rapidly evolving industry with many opportunities to further your career!
• Salary sacrifice into super fund available

Job Purpose:  Be a motivated and customer-focused individual who possesses excellent communication skills, patience, and a genuine desire to assist customers in resolving their enquiries, concerns, and issues. You will be responsible for delivering timely and effective solutions while maintaining a professional and empathetic approach.

Typical Activities Not Limited To: 

• Respond promptly to customer enquiries through various communication channels (phone, email, chat, social media, etc.).
• Understand customer's needs wants and expectations and be resourceful to resolve queries.
• Provide accurate information about products/services, and company policies.
• Address customer complaints, concerns, and enquiries with patience and empathy, striving to turn every interaction into a positive experience.
• Troubleshoot and resolve customer issues by collaborating with other teams, such as technical support or sales, when necessary.
• Document customer interactions, enquiries, complaints, and resolutions in our Itour system.
• Identify and escalate complex or unresolved issues to the appropriate department or supervisor.
• Meet or exceed individual and team performance metrics, including Call wait time, missed calls, email turnaround and customer satisfaction scores.
• Build relationships with suppliers and internal teams to work together in resolving any customer query.
• Contribute to a positive and collaborative team environment.

Requirements (or desire to learn) not limited to: 

• High school certificate or equivalent.
• Proven experience in a customer service or related role is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical thinking abilities.
• Empathetic and patient approach to customer interactions.
• Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
• Ability to adapt to changing priorities and work well under pressure.
• Strong multitasking skills while maintaining attention to detail.
• Flexibility to work shifts, weekends, and holidays as needed.
• Strong time management skills and the ability to work independently.
• Positive attitude and willingness to learn and grow within the company.