About this role

Our Tier 3 Escalations team delivers excellent Customer Experiences through every case, call or chat resolved. Our team is a key contributor to the achievement of the organisation's objectives and continuously improve of the customer journey by effectively engaging with and providing professional customer contact to all customers, other agents and stakeholders.

About the key responsibilities

Manage inbound customer queries, delivering timely, professional, and customer-centric resolutions

• Handle enquiries and complaints in line with service standards, ensuring appropriate follow-up and escalation
• Accurately update case details in internal systems (GDS, AWS), including actions taken and customer sentiment
• Capture customer and stakeholder feedback to support continuous improvement
• Make outbound calls to customers and suppliers to progress and resolve requests (e.g. changes, refunds)
• Respond to customer emails within agreed timeframes, maintaining a strong service focus
• Contribute positively to team performance, supporting a collaborative and high-energy environment
• Meet individual and team KPIs, targets, and service level expectations

About the perks

* A $250 Webjet gift card every year to put towards your own getaway

* Free travel insurance and discounts across flights, hotels, packages, and more

* Our legendary annual Hackathon — where ideas become products (within 12 months, no excuses)

* An events calendar packed with fun stuff — when we say we're social, we mean it

* Up to 12 weeks paid primary carer leave, plus 2 weeks secondary

* Option to buy extra week of annual leave for big trips or school holidays

About the fine print

To join Webjet, you'll need full-time working rights in Australia and a National Police Check.

Recruiters — thanks, but we've got this one covered.