Tours Concierge

at  Luxury Escapes

Here at Luxury Escapes, our mission is to delight our customers with incredible deals for the world’s best holidays.
We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.
Awarded one of the best places to work multiple times our employee experience is king here, with lunches provided 5 days a week, an onsite gym with state of the art change facilities, weekly events, monthly recognition programs, the opportunity to experience the travel we offer and significant professional development opportunities, we do what we can to make you look forward to waking up every day!
We are seeking an experienced full time Tours Concierge Agent to join our exceptionally talented team in Melbourne.
Our Tours Concierge Agents are responsible for providing an exceptional experience for all Luxury Escapes Tours customers, by providing superior levels of customer service whilst handling a high volume of emails and phone enquiries resolving customer issues ensuring we deliver an unforgettable experience!

• Delivering an exceptional experience for all Tours customers, actively promoting Luxury Escapes products with a view of retaining customers and increasing overall margin opportunities.
• Addressing customer feedback and resolve customer complaints utilising stakeholders and other departments to ensure commitments are followed through to resolution.
• Answering multiple Tours enquiries promptly, competently, and professionally via various communication channels.
• Maintaining good and up to date knowledge of LE Tour & Trusted Partner campaigns, product benefits (inclusions, group sizing) as well as LE products, packaging, and pricing.
• Fostering strong working relationships with Commercial and Campaign Operations team members to ensure pre-sale and post-sale customer journey is consistent and delivered with a high standard.
• Managing various post sale processes with all customer contact accurately captured and recorded.
• Achieving quality and productivity KPIs and ensure tasks are delivered within SLA and in line with business objectives.