Job Description
- Full-time permanent role based in Newcastle CBD
- Opportunity to work for a luxury global travel brand with Newcastle roots
- Be part of a passionate team committed to delivering a 6-star customer experience
About the opportunity & the Scenic experience!
Scenic Luxury Cruises & Tours (Scenic Group) is seeking a dedicated Customer Care Manager to join the Newcastle-based team. You’ll play a key role in enhancing guest satisfaction by addressing feedback and resolving client issues for the Scenic and Emerald Cruises brands. This is your chance to represent a global leader in luxury travel, ensuring every interaction with guests and travel agents meets the highest standards of professionalism and care.
Key responsibilities include:
- Manage and respond to guest and travel agent feedback via phone, email, and written correspondence.
- Resolve critical issues during and after guest journeys, ensuring all interactions are documented accurately.
- Provide empathetic, strategic solutions to enhance guest satisfaction and loyalty, including handling reimbursements where applicable.
- Collaborate with global customer care leaders and internal teams to address customer feedback trends and improve processes.
- Handle urgent travel-related incidents and guest emergencies, ensuring a seamless resolution.
- Oversee responses to online reviews via Scenic's platform, Feefo, maintaining the brand’s reputation for excellence.
The successful candidate will be highly empathetic and a great listener. A natural problem solver, working with urgency and a high level of attention to detail is key to success. Your customer philosophy is that each situation is approached with a bespoke solution and your ability to apply your emotional intelligence is second to none.
- Previous experience in a customer relations, conflict resolution, or mediation role.
- Strong written and verbal communication skills, with a focus on delivering exceptional client-facing interactions.
- The ability to manage multiple priorities under pressure while maintaining attention to detail.
- Proficiency in Microsoft Office and adaptability to new systems and processes.
- A proactive approach to solving problems and identifying opportunities for improvement.
- Experience in the travel industry or experience working with a premium product or service.
- Be part of a globally recognised luxury travel brand.
- Work in a supportive and dynamic team environment in Newcastle CBD.
- Make a meaningful impact by contributing to the “Cherish the Planet” ethos, promoting sustainable travel practices.
- Enjoy a beautiful office environment in the heart of Newcastle CBD.
To learn more about key responsibilities, company culture and associated benefits of this opportunity, please contact Chelsea Farrar on 02 4927 2027 or Rachael Levey on 02 4927 2029 for a confidential discussion.
Interviews will commence immediately; therefore, applicants are encouraged to apply ASAP!
Applications can be made by clicking "Apply". We look forward to reviewing your CV and covering letter addressing your motivation for applying and how you believe your experience relates.
At peoplefusion, we don’t just accept diversity and inclusion—we celebrate it! We strive to create an environment of equal opportunity regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, religion, or physical ability, and welcome applications from people from all backgrounds. If you require any assistance with your application, please don’t hesitate to contact us.
