Reservations Agent

Big Red Group is the largest experience network in Australia and New Zealand. A powerful connector that provides more than 3000 experience operators with quality customers and the tourism industry with trusted intelligence and partnership.

Australian owned, Big Red Group operates an industry-leading platform, enabling the wholesale distribution of experiences through domestic and international partners, powering its renowned domestic marketplaces RedBalloon, Adrenaline, Experience Oz, and Everything NZ. Equipping in-destination experience retailing through hotels and travel agents through its Local Agent offering. As well as a suite of software products and services to support experience operators grow their businesses.

With a purpose to ‘shift the way people experience life’, Big Red Group seeks to reduce the tide of consumption. Encouraging people to choose ‘stories over stuff’ at every opportunity. Together with our experience operators, we are on track to deliver an experience every second by 2030.

We are The Experience Network.

The Role

Positive customer experiences are crucial to the success of our brands. Our customer experience team support our customers across all of our experience brands, providing exceptional service and support to customers in finding the perfect experience for every occasion.

We have an exciting opportunity for a passionate, enthusiastic and customer-obsessed Reservations Agent to join our team, supporting the Experience Oz brand. Experience Oz is Australia's #1 online tourism ticketing system, providing over 3,000 tourism and leisure products across Australia & New Zealand.

Based in our retail store in the heart of Surfers Paradise, you will provide unparalleled support to our customers including greeting and supporting customers, making tour reservations, driving sales and resolving any issues that stop our customers from purchasing.

Core Activities

• Deliver an exceptional customer experience to Experience Oz customers in our retail store
• Handle inbound calls, emails and live chat, providing accurate and in-depth assistance that exceeds customers expectations
• Identify sales and upsell opportunities with customers, using your product knowledge and sales skills to recommend the best experiences
• Assist customers in booking, re-booking and updating their experiences
• Resolve customer escalations with a customer experience excellence mindset
• General administrative duties including updating and maintaining product information
• Be part of a great team, add value in team meetings, come up with ideas to improve how we service our customers and have a naturally collaborative approach

Experience Required

• Experience in the tourism industry is highly desirable
• Experience in a fast-paced, retail customer-service environment
• Strong communication and interpersonal skills; you are a natural people person who our customers enjoy working with
• Strong organisation skills with a proven ability to prioritise in a fast-paced environment
• Customer service excellence and the ability to handle escalated situations to resolution
• Role model of best practice customer service and able to live values at all times
• Constantly looking for better ways to work, inspire team and innovate to ensure our customers receive the best experience
• A great work ethic and desire to be part of and contribute to our team
• Proven and extensive customer service experience, working to KPIs
• The drive to meet and exceed sales targets
• Live chat experience is also highly desirable
• Barista experience advantageous

Why work for us?

Our dedication is to provide a workplace you choose to return every day.

Community - ESG commitment, paid community days, Fast Company 'Brands that matter', weekly Community Lunch in our offices, Volunteering

Connection - organised experiences, quarterly roadshows, offsites, social & sports events

Investing in you - Leadership Development, Talent Academy's, Mentors, Paid Parental Leave, Wellness support

Your Workplace - Hybrid flexible, Sydney & GC offices, 2022 AFR Best Place to Work, 2021 Australian Employer of choice, Top 20% most engaged workplaces in Australia