Customer Sales Consultant

Overview

The Global Touring team inspires people through life-changing travel experiences. We’re a group touring company, and through our brands Topdeck Travel, Back-Roads Touring, and Grasshopper Adventures we are ever developing our product range, driving growth in our key markets (Australia, New Zealand & North America), and ensuring we deliver a first-class customer experience unique to each brand. Don’t worry if you can’t find Global Touring when you search – this is our internal brand; externally we only use our customer facing brands.

Topdeck, Back-Roads and Grasshopper may serve very different customers, however, our “one best way” approach is consistent and supports the strategy and activity for each brand. At Global Touring, each team member works across both of our brands with equal commitment.

We’re looking for someone to join the team that aligns perfectly with our brand and values; if this sounds like you then keep reading!

Key Responsibilities

• Actively sell all Topdeck, Back-Roads & Grasshopper products and are responsible for all aspects of the booking from initial enquiry to trip departure.
• Full ownership and accountability for the booking process from start to finish.
• Work towards individual and team sales KPIs including conversion, revenue, response times and customer satisfaction metrics.
• Use a consultative sales approach to identify customer needs, overcome objections and recommend the most suitable products.
• Upsell where possible (e.g., flights, insurance, additional services as required).
• Effectively manage all communication channels as required (phone, email, chat, social).
• Ensure all processes and procedures are read, understood and adhered to, including customer data, finance, payments, and general administrative support to the Global Touring Customer Service Teams.
• Continuously strive for a high standard of customer service and customer experience.
• Actively build rapport with key agents to facilitate relationships and repeat bookings.
• Attend travel and trade shows/EXPOS as required; this may require time away from home.
• Assist with ad hoc tasks distributed by Team Leaders or Head of Customer Service.

Experience & Role Requirements

• Experience and a passion for sales.
• Exceptional customer service skills.
• High level of attention to detail.
• Excellent relationship and time management skills.
• Professional written and verbal communication skills.
• Some travel required – domestic with some international.
• Thorough knowledge of all Topdeck, Back-Roads & Grasshopper products.

Key Behaviours

• A passion for all things travel related.
• Ability to think outside the box, be proactive and use initiative.
• Actively live the Global Touring brands and support the growth of the business.
• Ability to work autonomously with little direction.

Why Join Us?

• Generous domestic and international travel discounts for you, your family and friends.
• Career development and growth opportunities with supported training and development to grow your skillset.
• Two days paid leave per year for volunteer opportunities of your choice.
• Your birthday off.
• Annual free trip.
• Access to retail discounts and Flight Centre travel group benefits programs.
• Employee Assistance Program.
• Great working culture with people who are passionate about travel.

Global Touring Values

• Stay Curious — We are natural born explorers who question old solutions, apply alternative thinking and embrace being challenged in the search for outcomes. We value ideas over hierarchy and have the courage to take risks.
• Choose Transparency — We take the right way, not the easy way. We communicate with clarity, honour commitments, and build relationships based on mutual respect. We treat everyone fairly.
• Don’t Pass the Buck — We are empowered to make decisions based on data and experience, hold each other accountable, and own our mistakes to learn from challenges and successes.
• Together We Go Further — We work across oceans and offices as a connected team, embracing diverse perspectives and championing collective genius.