Customer Support Agent (Brisbane)

About TourRadar

TourRadar is a Series D, venture-backed Adventure Booking Platform disrupting a $200 billion industry. Revolutionising how multi-day adventures are booked, we provide Operators with a platform that helps them manage, market, and sell their organised adventures to travellers directly (B2C) or via distribution partners (B2B2C) worldwide.

Traditionally, booking an organised tour was a tedious and time-consuming process. Where will I stay? What activities will I do? What meals am I going to have? What operator can I trust? TourRadar makes booking multi-day adventures seamless and timely, partnering with 2,500+ operators to offer more than 50,000+ adventures in 160+ countries. Founded in 2010, TourRadar was the first to transition multi-day tours to an online marketplace, making them the leader in the industry. In 2021, TourRadar further revolutionised the industry by introducing the Adventure Booking Platform, connecting travellers, operators, and travel agents to organised tours through one platform.

With 40+ different nationalities in our team and with offices in Europe, North America, and Australia, we work to deliver the best possible booking experience. Launched in 2010, we proudly develop and innovate exceptional talent and we are looking to scale our team.

We are currently looking for a Customer Support Agent (Full-Time) to join our team in Brisbane, Australia.

What Your Adventure will look like:

• All our bookings occur online, so you will be responsible for chatting with travelers via phone, live chat and email.
• Able to engage with customers and proactively move them down the sales funnel.
• Supporting customers who have either found a specific tour on TourRadar.com or are undecided between a number of options.
• Answering customer questions and providing information in a professional manner.
• Making sure the customers’ questions are answered promptly and accurately. If you can’t find the answers, you will need to think fast and be resourceful to find the right response.
• Handling booking cancellations, changes, payment issues, and adjustments.

What you’ll need to bring to Your Adventure:

• You have at least 1-2 years of experience in customer service or a sales background.
• You are sales driven with ability to sell via phone.
• You are passionate about providing mind-blowing customer service and going the extra mile for your customers.
• Love traveling and connecting with like-minded people – bonus points if you’ve been on a multi-day tour.
• You’re tech-savvy and comfortable working on a Mac, with experience using online booking platforms and multiple tools at once - including AI-driven systems to boost efficiency.
• You have multitasking abilities and are capable of handling high volumes of enquiries.
• You are open-minded, love challenges, enthusiastic to learn and interested in travelling.
• You don't know the meaning of “I can’t find the answer”.
• You’re available to work five days per week on a rotating roster across seven days, with shifts scheduled between 7:00 am and 7:00 pm.
• You have work permission for the appropriate country to which you are applying.

If you don’t check every single box, we still encourage you to apply as we value diversity and different perspectives!

What You’ll Discover on Your Journey with Us:

Awesome Office
Located in The Precinct, Fortitude Valley - Brisbane’s thriving tech hub - we’re part of a vibrant community of innovative companies. While we have our own private office space, we share common areas with others in the tech scene. With the occasional four-legged visitor and a barista-style coffee machine to start your day, it’s a welcoming space for everyone.

Location
Brisbane is a raw, yet sophisticated city in the Sunshine State. With entertainment, dining, and boutique shopping experience, Brisbane is perfect for families and young professionals alike. If you love sunny days, sandy beaches, and cold drinks, then you'll love working out of our Brisbane office.

• Flexibility
• Our hybrid model gives you the best of both worlds—with 3 days in the office and 2 days working from home each week, you can enjoy a balance between collaboration and autonomy.

Office Exchange
As we're privileged to have three offices across the globe (Vienna, Toronto, and Brisbane), we encourage everyone to make use of our Office Exchange program. You will have the chance to get to know your colleagues better and become a local in a new city.

Diversity
Thrive in an international work environment with more than 40 nationalities across the company.

• Regular team outings and events
• Enjoy team nights at least once a month with different themes and activities to keep us all connected. Expect spontaneous events like trivia nights, wine tasting, cooking classes, and more.

Prioritizing Your Mental Health
We care about your well-being. That’s why we’ve partnered with Oliva, a leading mental health platform offering confidential access to coaching, therapy, and mental wellness resources: whenever you need them.

Growth & Development
Your career journey matters to us. Through our annual Development and Reflection Talks (DaRT), we help you explore individual growth paths, skill development, and future opportunities. In our fast-growing environment, cross-functional collaboration and learning are built into the everyday.

On top of that, you’ll also enjoy AUD 1,100 in annual travel credits to use on any of the adventures offered on our platform, quarterly team lunches, and much more!