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Work and Travel Company

Customer Support Assistant – Byron Bay

We are Australia’s number #1 Youth Adventure Travel Agency. After a challenging couple of years for the Travel Industry due to Covid-19, we have proven that they are here to stay and committed to transforming the lives of their clients and staff. We’re more than just a travel agency; we’re a passionate team committed to making dreams come true for adventure travellers and tourists. Our mission is to connect backpackers and wanderers with the best tours, activities, and experiences in Australia, Fiji, and New Zealand.

Role Overview

The Customer Support Assistant plays a pivotal role in ensuring a seamless travel experience for our customers. This position is responsible for handling incoming calls on our dedicated support line, assisting travellers with itinerary changes, and addressing any travel-related concerns. The role also involves investigating and processing refund requests, managing and responding to online reviews, and rectifying agent errors. Additionally, the assistant conducts quality audits to uphold the company’s service standards. A successful candidate will combine technical know-how with exceptional interpersonal skills to deliver top-notch customer support.

Our Customer Support team work alongside our sales team at our head office here in Byron Bay. Our office overlooks Byron CBD and is in close proximity to shops, restaurants, bars and beaches.

Key Responsibilities:

  • Answering incoming calls from our 1300 customer support number
  • Assisting existing customers with any travel issues
  • Assisting existing customers with any changes to itineraries and travel plans
  • Investigating and processing customer refund requests
  • Managing online reviews and responding to them
  • Investigating and rectifying any agent errors
  • Quality auditing


  • Competitive hourly pay: $31.00 – $39.00 per hour
  • Continuous training and leadership development
  • Free travel on tours and experiences
  • Exclusive discounts on transport and accommodation
  • Management and sponsorship opportunities for the right candidate


  • Valid working visa for Australia
  • Proven experience in customer service
  • Strong communication skills
  • Passion for travel and sharing experiences
  • Multilingual skills are a significant advantage
  • Empathetic and customer-focused
  • Proactive and able to take initiative
  • Team player with a positive attitude

Are You the Perfect Fit?

If you’re a proactive problem-solver with a passion for travel and a knack for turning challenges into positive experiences, we want to hear from you. Join our team and be the voice that guides our customers through their journeys, ensuring every trip is memorable for the right reasons. Dive into a role where your communication skills shine, your attention to detail is celebrated, and your dedication to customer satisfaction makes a real difference.

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