Contact Centre Operations Agent
Vor 4 Tagen
CONTACT CENTRE OPERATIONS AGENT – St Leonards Hamilton Island is seeking a detail‑oriented and customer‑focused Contact Centre Operations Agent to join our Reservations team . If you’re passionate about providing exceptional service and enjoy administrative, process‑driven work that keeps things running smoothly behind the scenes, this is a great opportunity to be part of a supportive and collaborative environment. In this role, you’ll be responsible for processing online bookings, managing guest correspondence, handling amendments, cancellations and refunds, and ensuring every interaction is efficient, accurate and helpful. Why you’ll love working with us Work from home Fridays for greater work‑life balance Access our free on‑site gym and subsidised fitness classes Enjoy travel discounts, health insurance discounts and Family & Friends rates Be part of a high‑performing and supportive Contact Centre team in St Leonards Close to Public transport including St Leonards station and Crows Nest metro Where you’ll make an impact Processing all aspects of online bookings for hotels, resorts and Holiday Homes Managing OTA bookings and regulating the OTA chat function Actioning all pre‑arrival correspondence for online guests with accurate, up‑to‑date information Administering booking changes and cancellations while adhering to policy, and resolving declined payments or account discrepancies Processing credit card refunds for eligible cancellations Supporting the Contact Centre Sales Agent team with accurate quotes, invoices and payment follow‑up Escalating errors, miscalculations or system inaccuracies as needed Maintaining internal FOC database booking requests and completing reporting and booking checks to minimise errors Updating and distributing concessionaire and discount booking forms Assisting the Front Office team in resolving booking discrepancies Maintaining strong knowledge of Hamilton Island rates, specials and activities to provide correct information Supporting overflow tasks or ad hoc Contact Centre duties when required What we’re looking for You’re someone who thrives in a fast‑paced contact centre environment, takes pride in accuracy, and brings a friendly, customer‑focused approach to every interaction. You’re adaptable, a quick learner and able to work both independently and collaboratively within an ever‑changing environment. To be successful, you’ll need: Minimum 2 years’ experience in a Travel Agency, Hotel or Travel Call Centre role (Essential) HSC or a tertiary‑level course in Travel or Tourism (Desirable) Strong systems proficiency across Microsoft programmes and an aptitude for learning new systems Excellent written and verbal communication skills Strong attention to detail and accuracy Ability to work under pressure and adapt to change Friendly, approachable and committed to high‑quality customer service Ability to work both independently and as part of a team About Hamilton Island Our mission is to share the wonder of Hamilton Island with the world by creating wonder‑filled experiences for our guests, employees and community. Every team member plays a role in shaping those experiences – making Hamilton Island not just a great place to visit, but a great place to work. A little island can do wonders - make your next career move one to remember. Apply now and start your journey with Hamilton Island today #J-18808-Ljbffr
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