At Fred.
Holidays, we don't just sell holidays.
We create memorable experiences that customers will remember for a lifetime.
From luxury rail journeys and tailor-made touring holidays to river cruises and ocean voyages, our team helps customers turn travel dreams into reality.
As we continue to grow, we're looking for enthusiastic, customer-focused individuals who enjoy solving problems, building relationships, and delivering outstanding service.
As a Customer Specialist, you'll be responsible for providing outstanding support across the entire customer journey.
You'll work with direct customers, travel agents, suppliers and internal teams to ensure bookings are managed accurately and efficiently while delivering exceptional customer service at every stage.
This varied role combines customer service, administration, sales support, problem solving and commercial awareness.This is a full time, permanent Monday to Friday position, with working hours allocated on a rota basis between 8:30am and 5:30pm.Key responsibilitiesCustomer SupportHandle customer and travel agent enquiries via phone and emailSupport customers before, during and after travelResolve booking issues, amendments and cancellationsAssist with in-resort customer situations when requiredDeliver exceptional service while meeting response targetsBooking Administration & Sales SupportManage booking documentation and customer recordsProcess payments and resolve outstanding balancesIssue customer travel documents and ticketingCoordinate supplier information and updatesConduct pre-departure booking checksFulfilling outstanding components on bookingsService ExcellenceManage shared inboxes and prioritise workload effectivelyHandle customer complaints professionallyWork collaboratively with Sales, Marketing, Finance and Operations teamsContinuously look for ways to improve the customer experienceAdding ValueIdentify opportunities to enhance bookings through upgrades and ancillary productsSupport customer retention through exceptional serviceGather customer feedback and encourage repeat bookingsWhat we're looking forWe're interested in people with great attitudes just as much as experience.Essential SkillsExcellent communication skillsStrong attention to detailOrganised and able to manage multiple prioritiesPassion for delivering exceptional customer serviceTeam player with a positive attitudeGood Microsoft Office skillsAbility to remain calm under pressureDesirable ExperienceExperience in customer service, administration or contact centre environmentsTravel industry experienceUnderstanding of the holiday or tourism sectorCustomer service qualificationsThe PersonLoves creating positive customer experiencesTakes pride in getting the details rightIs proactive and commercially awareEmbraces change and new ideasWants to learn and developBrings energy, positivity and professionalism to everything they doWhy Fred.
Holidays?
We're proud to be part of the Fred.
Olsen Travel Group, a respected name with a long heritage and a customer-first culture.
Our people are at the heart of everything we do, and we're committed to creating an environment where colleagues can develop, contribute and make a real impact.




If you're passionate about customer service and would like to play a part in creating exceptional holiday experiences, we'd love to hear from you!
Our values are:Customer Driven: We strive to look through the lens of each customer to ensure we continuously put their needs and expectations at the heart of everything we do.Valuing Diversity: We believe differing views and experiences make us stronger.
By working to create a representative and inclusive business, we can deliver the right solution to our customers in the right way.Investing in people: We believe that by continuously seeking to grow personally and professionally develop our people, we can improve our future today.Winning Together: We deliver our best outcomes and results when we all pull in the same direction, creating a positive team spirit where people feel valued, support each other and share in success together.Doing the right thing: We pride ourselves on doing what is right and building trust in every situation with our people, customers and community.BenefitsFred.
Olsen Travel offers a range of company benefits including BUPA medical, Life Assurance, discounted holidays and cruises plus retail discounts and cash back incentives through our MyBenefits scheme.As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.
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📌 Customer Specialist (Queensland)
🏢 Allscreens Nationwide
📍 Queensland